LEADER 00000cam a2200697La 4500 
001    ocm45732280  
003    OCoLC 
005    20160527040554.6 
006    m     o  d         
007    cr cn||||||||| 
008    001024s1999    maua    ob    001 0 eng d 
019    533035640|a767688659 
020    1580532217|q(electronic book) 
020    9781580532211|q(electronic book) 
020    |z0890066477|q(alkaline paper) 
020    |z9780890066478|q(alkaline paper) 
035    (OCoLC)45732280|z(OCoLC)533035640|z(OCoLC)767688659 
040    N$T|beng|epn|cN$T|dOCL|dOCLCQ|dMUQ|dOCLCQ|dYDXCP|dOCLCQ
       |dTUU|dOCLCQ|dTNF|dOCLCQ|dOCLCE|dNLGGC|dOCLCQ 
041 0  eng|beng 
042    dlr 
049    RIDW 
050  4 QA76.9.T43|bV53 1999eb 
072  7 COM|x037000|2bisacsh 
072  7 COM|x059000|2bisacsh 
072  7 COM|x067000|2bisacsh 
082 04 621.39/068/8|221 
090    QA76.9.T43|bV53 1999eb 
100 1  Viardot, Eric.|0https://id.loc.gov/authorities/names/
       n95031450 
245 10 Introduction to information-based high-tech services /
       |cEric Viardot. 
264  1 Boston :|bArtech House,|c[1999] 
264  4 |c©1999 
300    1 online resource (182 pages) :|billustrations. 
336    text|btxt|2rdacontent 
337    computer|bc|2rdamedia 
338    online resource|bcr|2rdacarrier 
340    |gpolychrome|2rdacc 
347    text file|2rdaft 
490 1  Artech House technology management library 
504    Includes bibliographical references. 
505 00 |tUnderstanding the Nature of High-Tech Services --|tWhat 
       are services? --|tServices as an output --|tService as a 
       process: The three categories of services --|tWhat are 
       high-tech services? --|tHigh-tech services: A definition -
       -|tHigh-tech services: A list --|tAttributes of high-tech 
       services --|tStrategic trade-off in high-tech services --
       |tNew rules of high-tech services --|tVirtual value chain 
       model --|tNew economics of high-tech services --
       |tConclusion: The key success factors in high-tech 
       services --|tPlacing Customers at the Center of High-Tech 
       Services --|tCustomer relationship life cycle --
       |tIdentifying and understanding customers --
       |tUnderstanding the high-tech services consumer --
       |tUnderstanding high-tech services business customers --
       |tSome specific purchasing criteria for high-tech services
       : the attitude toward innovation and risk --|tCreating 
       customer loyalty --|tImpact of customer loyalty on 
       profitability --|tHow to gain and retain a customer? --
       |tEvaluating customer satisfaction --|tQuality for High-
       Tech Services --|tQuality process design and 
       implementation --|tDifference between the user's 
       expectations and the specifications of the service --
       |tVariance between the specifications of the service and 
       the actual service delivery --|tGap between the service 
       delivery and its perception by the customer --|tGap 
       between customers' expectations of a service and their 
       perception of the service provided --|tAchieving quality 
       of high-tech services for business customers. 
506    |3Use copy|fRestrictions unspecified|2star|5MiAaHDL 
533    Electronic reproduction.|b[S.l.] :|cHathiTrust Digital 
       Library,|d2011.|5MiAaHDL 
538    Master and use copy. Digital master created according to 
       Benchmark for Faithful Digital Reproductions of Monographs
       and Serials, Version 1. Digital Library Federation, 
       December 2002.|uhttp://purl.oclc.org/DLF/benchrepro0212
       |5MiAaHDL 
583 1  digitized|c2011|hHathiTrust Digital Library|lcommitted to 
       preserve|2pda|5MiAaHDL 
588 0  Print version record. 
590    eBooks on EBSCOhost|bEBSCO eBook Subscription Academic 
       Collection - North America 
650  0 Computer technical support.|0https://id.loc.gov/
       authorities/subjects/sh96009357 
650  0 High technology industries|0https://id.loc.gov/authorities
       /subjects/sh85060749|xCustomer services.|0https://
       id.loc.gov/authorities/subjects/sh99005473 
650  7 Computer technical support.|2fast|0https://id.worldcat.org
       /fast/872657 
650  7 High technology industries.|2fast|0https://id.worldcat.org
       /fast/956428 
650  7 Customer services.|2fast|0https://id.worldcat.org/fast/
       885545 
655  4 Electronic books. 
776 08 |iPrint version:|aViardot, Eric.|tIntroduction to 
       information-based high-tech services.|dBoston : Artech 
       House, ©1999|z0890066477|w(DLC)   99030788
       |w(OCoLC)41231627 
830  0 Artech House technology management library.|0https://
       id.loc.gov/authorities/names/n99030113 
856 40 |uhttps://rider.idm.oclc.org/login?url=http://
       search.ebscohost.com/login.aspx?direct=true&scope=site&
       db=nlebk&AN=40422|zOnline eBook. Access restricted to 
       current Rider University students, faculty, and staff. 
856 42 |3Instructions for reading/downloading this eBook|uhttp://
       guides.rider.edu/ebooks/ebsco 
901    MARCIVE 20231220 
948    |d20160615|cEBSCO|tebscoebooksacademic|lridw 
994    92|bRID