Brief Records : EPA National Library Catalog

Items Found: 23

Showing Items: 1 - 23

Your Search: (SUBJECT=Consumer Satisfaction.)

OLS Field Name OLS Field Data

Full Record Document Number: 1

Main Title Best practices in customer service

Other Authors

Author	Title of a Work
Zemke, Ron.
Woods, John A.

Publisher HRD Press ;

Year Published 1999

OCLC Number 40158872

ISBN 0814470289

Subjects Customer services ; Consumer Satisfaction ; Public Relations ; Service a la client ele

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
ELCM	HF5415.5.B484 1999		NVFEL Library/Ann Arbor, MI	12/21/2005

Edition 1st AMACOM ed. 1999

Collation xvii, 414 p. : ill. ; 28 cm.

Full Record Document Number: 2

Main Title Beyond customer service : keeping customers for life /

Author Gerson, Richard F.

Publisher Crisp Publications,

Year Published 1992

OCLC Number 25899047

ISBN 1560521155; 9781560521150

Subjects Customer relations. ; Customer services. ; Consumer Satisfaction.

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJDM	HRD HF5415.5.G458 1992		Env Science Center Library/Ft Meade,MD	09/02/1994
EKAM	HF5415.5.G458 1992		Region 4 Library/Atlanta,GA	10/31/2011

Collation 88 p. : ill. ; 26 cm.

Full Record Document Number: 3

Main Title Consumer reports on health.

Publisher Consumer Union of United States,

Year Published 1991

OCLC Number 24202835

ISSN 1058-0832

Subjects Health--Popular works--Periodicals ; Consumer Advocacy--periodicals ; Consumer Participation--periodicals ; Consumer Satisfaction--periodicals

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJDJ	JOURNALS	v.13(2) 2001 - v.18(9) 2006	Env Science Center Library/Ft Meade,MD	11/16/2011

Collation v.

Full Record Document Number: 4

Main Title Consumer sourcebook.

Publisher Gale Research,

Year Published 1974

OCLC Number 04055328

ISSN 0738-0518

Subjects Consumer protection--United States--Information services--Directories. ; Consumer education--United States--Information services--Directories. ; Commerce--United States--Directory. ; Consumer Satisfaction--United States--Directory. ; Organizations--United States--Directory. ; Information Services--United States--Directory.

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
ELBR REF	HC110.C63C638 2008	21st. ed.	AWBERC Library/Cincinnati,OH	04/16/2012

Collation v. ; 29 cm.

Full Record Document Number: 5

Main Title Consumer's resource handbook /

Other Authors

Author	Title of a Work
Shubow, Midge.
Anastasi, Anthony J.

CORP Author U.S. Office of Consumer Affairs. Consumer Information Division.

Publisher White House Office of the Special Assistant for Consumer Affairs ; Additional single copies ... Consumer Information Center,

Year Published 1979

Report Number EPA 950-R-79-020

OCLC Number 07248524

Subjects Consumer protection--United States--Information services. ; Consumer Organizations. ; Consumer Behavior. ; Consumer protection--Information services. ; Consumer Organizations--United States--Directories. ; Consumer Satisfaction--United States--Directories.

Additional Subjects Consumer protection--Information services--United States--Directories ; Consumer protection--United States--Directories

Internet Access

Description	Access URL
	https://nepis.epa.gov/Exe/ZyPDF.cgi?Dockey=9101H9CL.PDF

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJBD	EPA 950-R-79-020		Headquarters Library/Washington,DC	03/18/2020
EKBD	EPA-Z/146		Research Triangle Park Library/RTP, NC	08/10/2001

Collation iv, 76 pages : illustrations ; 28 cm

Full Record Document Number: 6

Main Title Customer satisfaction measurement and management : using the voice of the customer /

Author Naumann, Earl

Other Authors

Author	Title of a Work
Giel, Kathleen

Publisher Thomson Executive Press;

Year Published 1995

OCLC Number 38423673

ISBN 0873894278

Subjects Consumer satisfaction--Evaluation ; Customer services--Management

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJDM HRD	HP5415.5.N328 1995		Env Science Center Library/Ft Meade,MD	01/28/2000

Collation xix, 457 p. : ill. ; 24 cm.

Full Record Document Number: 7

Main Title Customer satisfaction: best practices for a continually improving customer responsive organization

Author Olstein, Myron.

Publisher AWWA Research Foundation : American Water Works Association,

Year Published 2001

OCLC Number 47965109

ISBN 1583211497

Subjects Water utilities--United States--Case studies ; Consumer satisfaction--United States--Case studies

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
ELBM	HD4461.O46 2001		AWBERC Library/Cincinnati,OH	11/02/2001
ENAM	HD4461O46 2001		Region 7 IRC Library/Kansas City,KS	11/16/2001

Collation p. cm.

Full Record Document Number: 8

Main Title Fish!: a remarkable way to boost morale and improve results.

Author Lundin, Stephen C.,

Other Authors

Author	Title of a Work
Paul, Harry,
Christensen, John,

Publisher Hyperion,

Year Published 2000

OCLC Number 42476709

ISBN 0786866020; 9780786866021

Subjects Employee motivation. ; Customer services. ; Motivation. ; Morale. ; Attitude. ; Workplace--psychology. ; Organizational Innovation. ; Leadership. ; Consumer Satisfaction.

Internet Access

Description	Access URL
Contributor biographical information	http://catdir.loc.gov/catdir/enhancements/fy1401/99049306-b.html
Publisher description	http://catdir.loc.gov/catdir/enhancements/fy1207/99049306-d.html

Holdings

Library	Call Number	Additional Info	Location	Last Modified
ELDM	HF5549.5.M63L86 2000		CCTE/GLTED Library/Duluth,MN	11/02/2001
EMAM	HF5549.5.M63.L864 2000		Region 6 Library/Dallas,TX	10/27/2011
EMAR	HF5549.5.M63.L864 2000	Houston Laboratory Library Collection	Region 6 Library/Dallas,TX	07/09/2012

Collation 112 p. ; 22 cm.

Full Record Document Number: 9

Main Title How to give exceptional customer service /

Author Ford, Lisa.

Other Authors

Author	Title of a Work
Ford, Lisa.

Publisher CareerTrack Publications,

Year Published 1991

OCLC Number 28316019

ISBN 0943066867; 9780943066868; 0943066875; 9780943066875; 1559770228; 9781559770224; 1559771119 - v.4; 9781559771115 - v.4

Subjects Customer services. ; Customer relations. ; Consumer satisfaction. ; Consumer Behavior. ; Public Relations. ; Consumer Satisfaction--videocassettes ; Public Relations--videocassettes

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJDV AV	HF5415.5H847 1991	v.1-4	Env Science Center Library/Ft Meade,MD	09/27/2002

Collation 4 videocassettes (347 min.) : sound, color ; 1/2 in.

Full Record Document Number: 10

Main Title Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs /

Author Vavra, Terry G.

Publisher ASQ Quality Press,

Year Published 1997

OCLC Number 36713110

ISBN 0873894057 (alk. paper)

Subjects Consumer satisfaction--Evaluation

Internet Access

Description	Access URL
	https://nepis.epa.gov/Exe/ZyPDF.cgi?Dockey=2000TYR9.PDF

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJDM	HF5415.335.V38 1997		Env Science Center Library/Ft Meade,MD	01/28/2000

Collation xviii, 490 p. : ill. ; 24 cm.

Full Record Document Number: 11

Main Title Making quality work : the magic ingredient /

Author Labovitz, George H.

Publisher Organizational Dynamics, Inc.,

Year Published 1994

OCLC Number 35026826

Subjects Total quality management. ; Consumer satisfaction. ; Leadership.

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJBM	HD62.15.L23 1994	tape	Headquarters Library/Washington,DC	09/17/2004

Collation 1 audiocassette : analog

Full Record Document Number: 12

Main Title Mapping experiences : a guide to creating value through journeys, blueprints and diagrams /

Author Kalbach, James.

Publisher O'Reilly Media Inc.,

Year Published 2016

OCLC Number 948749299

ISBN 9781491923535; 1491923539

Subjects Information visualization. ; Consumer satisfaction. ; Consumer satisfaction--Evaluation.

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EHAM	HF5415.335.K25 2016		Region 1 Library/Boston,MA	04/05/2017	STATUS

Collation xix, 359 pages : color illustrations ; 19 x 23 cm.

Full Record Document Number: 13

Main Title Measuring customer satisfaction

Author Gerson, Richard F.

Publisher Crisp Publications,

Year Published 1993

OCLC Number 27859528

ISBN 1560521783

Subjects Consumer satisfaction ; Customer services--Evaluation

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJDM	HRD HF5415.5.G46 1993		Env Science Center Library/Ft Meade,MD	05/10/1996

Collation ix, 112 p. : ill. ; 26 cm.

Full Record Document Number: 14

Main Title Measuring customer satisfaction : survey design, use, and statistical analysis methods /

Author Hayes, Bob E.,

Publisher ASQC Quality Press,

Year Published 1998

OCLC Number 36647782

ISBN 087389362X; 9780873893626

Subjects Consumer satisfaction--Statistical methods. ; Questionnaires. ; Messung.--(DE-588)4038852-9 ; Umfrage.--(DE-588)4005227-8 ; Verbraucherzufriedenheit.--(DE-588)4129147-5 ; Consommateurs--Satisfaction--Méthodes statistiques.

Internet Access

Description	Access URL
	https://nepis.epa.gov/Exe/ZyPDF.cgi?Dockey=2000TYR9.PDF
Table of contents	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=008315957&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
Table of contents	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008315957&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJDM HRD	HF5415.335.H39 1998		Env Science Center Library/Ft Meade,MD	01/28/2000

Edition 2nd ed.

Collation xviii, 278 pages : illustrations ; 24 cm

Full Record Document Number: 15

Main Title Optimizing the water utility customer contact center /

Author Olstein, Myron.

Other Authors

Author	Title of a Work
Markus, Edward
Lin, Shan
Day, Charles
Schlenger, Donald
Lloyd, William

Publisher Water Research Foundation,

Year Published 2010

OCLC Number 694412665

ISBN 9781605731094; 1605731099

Subjects Water utilities--United States. ; Consumer satisfaction--United States.

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
ELBM	HD4461.O47 2010		AWBERC Library/Cincinnati,OH	01/03/2011

Collation xx, 167 p. : ill. ; 28 cm.

Full Record Document Number: 16

Main Title Putting customers first '95 : standards for serving the American people /

Other Authors

Author	Title of a Work
Clinton, Bill,
Gore, Al,
Gore, Albert,

CORP Author National Performance Review (U.S.)

Publisher [Executive Office of the President],

Year Published 1995

Stock Number 040-000-00663-0

OCLC Number 33890290

ISBN 0160483212; 9780160483219

Subjects Customer services--United States. ; Customer services--Standards--United States. ; Consumer satisfaction--United States. ; Administrative agencies--United States--Management. ; Bureaucracy--United States. ; Administrative agencies--Management. ; Government publicity--United States ; Customer relations

Internet Access

Description	Access URL
	http://purl.access.gpo.gov/GPO/LPS21992
	https://hdl.handle.net/2027/mdp.39015037335083
	http://www.npr.gov/library/nprrpt/annrpt/comsen95/index.html
	http://govinfo.library.unt.edu/npr/library/nprrpt/csrpt/cusfir95/index.html
	https://purl.fdlp.gov/GPO/LPS21992

Holdings

Library	Call Number	Location	Last Modified
EJDM	JK469.A3N38 1995	Env Science Center Library/Ft Meade,MD	03/15/1996
EKAM	JK849.A3N38 1995	Region 4 Library/Atlanta,GA	08/02/1996
ELCM	JK849.A3N38 1995	NVFEL Library/Ann Arbor, MI	03/28/1998
ELDM	JK849.A3N38 1995	CCTE/GLTED Library/Duluth,MN	04/12/1996
EMBM	JK849.A3N38 1995	NRMRL/GWERD Library/Ada,OK	05/10/1996
ENAM	JK849.A3N38 1995	Region 7 IRC Library/Kansas City,KS	04/26/1996
ERAM	JK849.A3N38 1995	Region 9 Library/San Francisco,CA	05/23/1997

Collation 232 pages : illustrations ; 28 cm

Full Record Document Number: 17

Main Title Quality management systems : fundamentals and vocabulary = Systèmes de management de la qualité : principes essentiels et vocabulaire.

Publisher ISO,

Year Published 2015

OCLC Number 927416485

Subjects Total quality management--Standards. ; Consumer satisfaction--Management--Standards. ; ISO 9000 Standard.

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EOBM	TS156.6.Q34 2015	c.1-3	NEIC Library/Denver,CO	02/29/2016	STATUS

Edition Fourth edition.

Collation v, 51 pages : black and white illustrations ; 30 cm.

Full Record Document Number: 18

Main Title Quality management systems : requirements = Systèmes de management de la qualité : exigences.

Publisher ISO/IEC,

Year Published 2015

OCLC Number 926717024

Subjects Total quality management--Standards. ; Consumer satisfaction--Management--Standards. ; ISO 9001 Standard.

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EOBM	TS156.6.Q35 2015	c.1-4	NEIC Library/Denver,CO	08/23/2016	STATUS

Edition Fifth edition.

Collation x, 29 pages : illustration ; 30 cm.

Full Record Document Number: 19

Main Title Self-assessment guide for organizational performance and customer satisfaction based on the Presidential Award for Quality criteria.

Publisher Federal Quality Institute : {For sale by the U.S. G.P.O., Supt. of Doc.,

Year Published 1993

Report Number FQI-400 R

Stock Number 006-000-01397-0

OCLC Number 30012844

ISBN 0160430801 :

Subjects Total quality management--Government policy--United States--Handbooks, manuals, etc ; Organizational effectiveness--Handbooks, manuals, etc ; Consumer satisfaction--United States--Handbooks, manuals, etc

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EKAM	HD6215.S45 1993		Region 4 Library/Atlanta,GA	06/23/1995

Collation iii, 56 p. ; 28 cm.

Full Record Document Number: 20

Main Title Serving the American public : best practices in resolving customer complaints : Federal Benchmarking Consortium study report /

Other Authors

Author	Title of a Work
Gore, Albert

CORP Author National Performance Review (U.S.),

Publisher National Performance Review : For sale by the U.S. G.P.O., Supt. of Docs.,

Year Published 1996

Stock Number 040-000-00670-2

OCLC Number 34560493

ISBN 0160485762; 9780160485763

Subjects Benchmarking (Management)--United States. ; Total quality management in government--United States. ; Consumer complaints--United States. ; Consumer satisfaction--United States. ; Complaints (Administrative procedure)--United States ; Customer services--United States

Internet Access

Description	Access URL
	http://purl.access.gpo.gov/GPO/LPS21995
	http://www.npr.gov/library/papers/benchmrk/bstprac.html
	https://purl.fdlp.gov/GPO/LPS21995

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EKAM	JK421.N3582		Region 4 Library/Atlanta,GA	03/14/1997
ELBM	JK468.T67N37 1996		AWBERC Library/Cincinnati,OH	02/28/1998

Collation iii, 40 pages : illustrations ; 28 cm

Full Record Document Number: 21

Main Title The visible librarian : asserting your value with marketing and advocacy /

Author Siess, Judith A.

Publisher American Library Association,

Year Published 2003

OCLC Number 51607268

ISBN 0838908489; 9780838908488

Subjects Libraries--Public relations. ; Libraries--Marketing. ; Advertising--Libraries. ; Public services (Libraries) ; Marketing de biblioteca. ; Bibliotecas (aspectos sociais) ; Relaðcäoes públicas. ; Bibliothèques--Marketing. ; Publicité--Bibliothèques. ; Bibliothèques--Publics. ; Librarians. ; Library Services. ; Consumer Behavior. ; Consumer Satisfaction ; Biblioth eques--Relations publiques ; Biblioth eques--Marketing ; Biblioth eques--Publicite ; Biblioth eques et utilisateurs

Internet Access

Description	Access URL
Table of contents	http://swbplus.bsz-bw.de/bsz12181386xinh.htm
Verlagsinformation	http://swbplus.bsz-bw.de/bsz12181386xvlg.htm
	http://ezsecureaccess.balamand.edu.lb/login?url=http://portal.igpublish.com/iglibrary/search/ALAB0000054.html

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EJAM	Z716.3.S54 2003		Region 3 Library/Philadelphia, PA	01/21/2005

Collation xvi, 154 pages ; 23 cm

Full Record Document Number: 22

Main Title Tools and methods to effectively measure customer perceptions

Other Authors

Author	Title of a Work
Colbourne, J. S.

Publisher Awwa Research Foundation and American Water Works Association,

Year Published 2001

OCLC Number 47255360

ISBN 1583211322 1583211306

Subjects Water utilities--Management--Data processing ; Water utilities--Public relations--Data processing ; Consumer satisfaction--Data processing ; Information storage and retrieval systems--Water-supply ; Management information systems

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
ELBM	HD4456.T664 2001		AWBERC Library/Cincinnati,OH	12/28/2001
ENAM	HD4456.T664 2001		Region 7 IRC Library/Kansas City,KS	04/12/2002

Collation xxii, 134 p. : ill. ; 28 cm.

Full Record Document Number: 23

Main Title World-class customer service : you make a difference! : 7 steps to service they'll remember /

Author Ball, James R.

Other Authors

Author	Title of a Work
Kuchta, Jennifer A.

Publisher Goals Institute,

Year Published 2008

OCLC Number 213070500

ISBN 1887570101 :; 9781887570107 :

Subjects Customer services--United States. ; Consumer satisfaction--United States.

Holdings

Library	Call Number	Additional Info	Location	Last Modified	Checkout Status
EKAM	HF541. 5 2008		Region 4 Library/Atlanta,GA	07/27/2009

Edition Rev. and updated.

Collation viii, 72 p. ; 19 cm.