http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
With a combination of pertinent comment delivered by Hugh Dennis., real-life stories from case study companies and expert advice from leading consultant John Nicholson, the series is designed to cover all aspects of traditional management skills. This edition focuses on customer service, why a customer focus is necessary, developing and effective service culture, taking a long-term view of customer relationships.
Title from resource description page (viewed Mar. 12, 2014).