<?xml version="1.0" encoding="UTF-8" ?>
<modsCollection xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://www.loc.gov/mods/v3" xmlns:slims="http://slims.web.id" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-3.xsd">
 <slims:resultInfo>
  <slims:modsResultNum>95</slims:modsResultNum>
  <slims:modsResultPage>1</slims:modsResultPage>
  <slims:modsResultShowed>50</slims:modsResultShowed>
 </slims:resultInfo>
 <mods version="3.3" ID="37221">
  <titleInfo>
   <title>Business process mapping workbook  :</title>
   <subTitle>untuk meningkatkan kepuasan pelanggan</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Jacka, J. Mike</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Keller, Paulette J.</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">979979442272X</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2010</dateIssued>
   </place>
  </originInfo>
  <slims:image>business_process.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="37220">
  <titleInfo>
   <title>Business process mapping guidebook  :</title>
   <subTitle>untuk meningkatkan kepuasan pelanggan</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Jacka, J. Mike</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Keller, Paulette J.</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9789794422738</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2010</dateIssued>
   </place>
  </originInfo>
  <slims:image>3386765_7c532f0a-c618-45fe-918c-33f86f1448e0_1500_1500.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="5570">
  <titleInfo>
   <title>Aftermarketing</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Vavra, Terry G.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">1556236050</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Burr Ridge, Illinois</placeTerm>
    <publisher>Richard D. Irwin</publisher>
    <dateIssued>1992</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="5410">
  <titleInfo>
   <title>The Customer-driven company</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Whiteley, Richard C.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0201570904</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Reading, Massachusetts</placeTerm>
    <publisher>Addison-Wesley</publisher>
    <dateIssued>1991</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="27433">
  <titleInfo>
   <title>Total access</title>
  </titleInfo>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">1578512441</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Boston</placeTerm>
    <publisher>Harvard Business School</publisher>
    <dateIssued>2002</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="5273">
  <titleInfo>
   <title>Driving customer equity</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Zeithaml, Valarie A.</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Rust, Roland T.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0684864665</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>Free Press</publisher>
    <dateIssued>2000</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="12279">
  <titleInfo>
   <title>Customers as partners</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Bell, Chip R.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">1881052540</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">San Francisco</placeTerm>
    <publisher>Berret-Koehler</publisher>
    <dateIssued>1994</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="12451">
  <titleInfo>
   <title>Managing to keep the customer</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Desatnick, Robert L.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">1555420273</identifier>
  <originInfo>
   <place>
    <placeTerm type="text"></placeTerm>
    <publisher>San Francisco : Jossey-Bass</publisher>
    <dateIssued>1987</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="29663">
  <titleInfo>
   <title>Menjadi customer service representative yang sukses</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Mappesangka</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Finch, Lloyd C.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Nainggolan, Diana R</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9794421626</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2004</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="4753">
  <titleInfo>
   <title>The Loyalty effect</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Reichheld, Frederick F.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0875844480</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Boston</placeTerm>
    <publisher>Harvard Business School Press</publisher>
    <dateIssued>1996</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="6353">
  <titleInfo>
   <title>Turning lost customers into gold... and the art of achieving zero defections</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Cannie, Joan Koob</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0814451101</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>Amacom</publisher>
    <dateIssued>1994</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="15641">
  <titleInfo>
   <title>The Relationship-based enterprise</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>McKenzie, Ray</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0070860815</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Toronto</placeTerm>
    <publisher>McGraw-Hill</publisher>
    <dateIssued>2001</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="15902">
  <titleInfo>
   <title>Loyalty rules ! how today's leaders build lasting</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Reichheld, Frederick F.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">1578512050</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Boston</placeTerm>
    <publisher>Harvard Business School</publisher>
    <dateIssued>2001</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="8778">
  <titleInfo>
   <title>The One to one manager</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Peppers, Don</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0385494084</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>Currency/Doubleday</publisher>
    <dateIssued>1999</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="33059">
  <titleInfo>
   <title>Essentials of CRM</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Bergeron, Bryan</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0471206032</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>John Wiley &amp; Sons</publisher>
    <dateIssued>2002</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="35703">
  <titleInfo>
   <title>Guide to management ideas and gurus</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Hindle, Tim</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9781846681080</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">London</placeTerm>
    <publisher>Profil Books Ltd</publisher>
    <dateIssued>2008</dateIssued>
   </place>
  </originInfo>
  <slims:image>527x840.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="49671">
  <titleInfo>
   <title>Managing services :</title>
   <subTitle>using technology to create value</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Davis, Mark M.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Heineke, Janelle</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9780071194770</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>McGraw-Hill</publisher>
    <dateIssued>2003</dateIssued>
   </place>
  </originInfo>
  <slims:image>5195NWNV81L.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="49912">
  <titleInfo>
   <title>Managing key customers :</title>
   <subTitle>a principles and practices</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Sudaryanto, T. Bagus</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn"></identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Bogor</placeTerm>
    <publisher>Staini Press</publisher>
    <dateIssued>2023</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="44473">
  <titleInfo>
   <title>Decoding the new consumer mind  :</title>
   <subTitle>how and why we shop and buy</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Yarrow, Kit</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9781118647684</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">San Francisco</placeTerm>
    <publisher>Jossey- Bass</publisher>
    <dateIssued>2014</dateIssued>
   </place>
  </originInfo>
  <slims:image>1118647688.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="46042">
  <titleInfo>
   <title>Market-based management</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Best, Roger J.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9781292020396</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Upper Saddle River</placeTerm>
    <publisher>Pearson</publisher>
    <dateIssued>2014</dateIssued>
   </place>
  </originInfo>
  <slims:image>518RT3eJILL.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="34465">
  <titleInfo>
   <title>Winning back upset customer :</title>
   <subTitle>melayani pelanggan kecewa</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Morgan, Rebecca L.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Osman, Fiyanti</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">979442210X</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2007</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="34806">
  <titleInfo>
   <title>Advertising and the mind of the consumer</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Sutherland, Max</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Haryono, Andreas</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Silvester, Alice K.</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Slamet</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9789794422069</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2007</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="32822">
  <titleInfo>
   <title>Membangun klub pelanggan itu mudah, anda juga bisa</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Butscher, Stephan A.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9794421812</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2006</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="29577">
  <titleInfo>
   <title>Quality customer service :</title>
   <subTitle>cara jitu memikat hati pelanggan</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Mappesangka</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Martin, William B.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Sindyarta, Bonafacius</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9794421561</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2004</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="49849">
  <titleInfo>
   <title>Customer care excellence :</title>
   <subTitle>cara untuk mencapai customer focus</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Cook, Sarah</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Herawati, Poppy</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Risalah, Kemas Achmad Faizal</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9794421677</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2004</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="29572">
  <titleInfo>
   <title>Advertising and the mind of the consumer  :</title>
   <subTitle>iklan yang berhasil, yang gagal, dan penyebabnya</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Sutherland, Max</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Haryono, Andreas</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Silvester, Alice K.</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Slamet</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9794421596</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2004</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="29576">
  <titleInfo>
   <title>Call center success :</title>
   <subTitle>melayani pelanggan secara profesional melalui call center</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Sindyarta, Boni Fatius</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Finch, Lloyd C.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9794421499</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2003</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="14575">
  <titleInfo>
   <title>Melayani pelanggan kecewa :</title>
   <subTitle>tetap efektif dalam kondisi kesal</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Morgan, Rebecca L.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Osman, Fiyanti</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9794421111</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2001</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="15489">
  <titleInfo>
   <title>Memangkas birokrasi :</title>
   <subTitle>lima strategi menuju pemerintahan wirausaha</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Ramelan</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Rosyid, Abdul</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Osborne, David</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Plastrik, Peter</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9794421073</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Penerbit PPM</publisher>
    <dateIssued>2000</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="39169">
  <titleInfo>
   <title>Market-based management  :</title>
   <subTitle>strategies for growing for customer value and profitability</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Best, Roger J.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9780132848169</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Upper Saddle River</placeTerm>
    <publisher>Prentice-Hall</publisher>
    <dateIssued>2013</dateIssued>
   </place>
  </originInfo>
  <slims:image>71WwoSvRV6L._SL1500_.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="8481">
  <titleInfo>
   <title>Just don't do it!:</title>
   <subTitle>challenging assumptions in business</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Brandon, Joel</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Morris, Daniel</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0070431841</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>Mc Graw-Hill</publisher>
    <dateIssued>1997</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="10002">
  <titleInfo>
   <title>Managing to keep the customer :</title>
   <subTitle>how to achieve and maintain superior customer service throughout the organization</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Desatnick, Robert L.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn"></identifier>
  <originInfo>
   <place>
    <placeTerm type="text">London</placeTerm>
    <publisher>Jossey-Bass</publisher>
    <dateIssued>1987</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="15983">
  <titleInfo>
   <title>The Handbook of key customer relationship management</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Burnett, Ken</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0273650319</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">London</placeTerm>
    <publisher>Pearson Education</publisher>
    <dateIssued>2001</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="37078">
  <titleInfo>
   <title>Market-based management   :</title>
   <subTitle>strategies for growing customer value and profitability</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Best, Roger J.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9780131293724</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Upper Saddle River</placeTerm>
    <publisher>Prentice-Hall</publisher>
    <dateIssued>2005</dateIssued>
   </place>
  </originInfo>
  <slims:image>1336042._SX318_.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="15839">
  <titleInfo>
   <title>Advanced brand management :</title>
   <subTitle>from vision to valuation</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Temporal, Paul</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">047147925X</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Singapore</placeTerm>
    <publisher>John Wiley &amp; Sons</publisher>
    <dateIssued>2002</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="35010">
  <titleInfo>
   <title>Management</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Schermerhorn, John R., Jr.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0471435708</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>John Wiley Sons Inc</publisher>
    <dateIssued>2002</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="15715">
  <titleInfo>
   <title>Emotional branding :</title>
   <subTitle>the new paradigm for connecting brands to people</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Gobe, Marc</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">1581150784</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>Allworth</publisher>
    <dateIssued>2001</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="9659">
  <titleInfo>
   <title>How to handle customer complants :</title>
   <subTitle>a company guide to customer relations and consumer rights</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Moore, Chris</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn"></identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Essex</placeTerm>
    <publisher>Gower</publisher>
    <dateIssued>1975</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="16037">
  <titleInfo>
   <title>Blindsided :</title>
   <subTitle>how to spot the next breakthrough</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Harris, Jim</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">1841122424</identifier>
  <originInfo>
   <place>
    <placeTerm type="text"></placeTerm>
    <publisher>Capstone</publisher>
    <dateIssued>2002</dateIssued>
   </place>
  </originInfo>
  <slims:image>Blindsided.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="29591">
  <titleInfo>
   <title>On becoming a customer-centric company:</title>
   <subTitle>transformasi TELKOM menjadi perusahaan berbasis pelanggan</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Kartajaya, Hermawan</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Madyani, Dewi</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9792207783</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Jakarta</placeTerm>
    <publisher>Gramedia Pustaka Utama</publisher>
    <dateIssued>2004</dateIssued>
   </place>
  </originInfo>
  <slims:image>3348108.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="38080">
  <titleInfo>
   <title>Enchantment  :</title>
   <subTitle>The Art of changing hearts, minds and actions</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Sahlman, William A.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9780241953648</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">London</placeTerm>
    <publisher>Penguin Group</publisher>
    <dateIssued>2011</dateIssued>
   </place>
  </originInfo>
  <slims:image>download_%2821%29.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="15890">
  <titleInfo>
   <title>The Stakeholder corporation :</title>
   <subTitle>the body shop</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Wheeler, David</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Sillanpaa, Maria</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">02736226612</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">London</placeTerm>
    <publisher>Pitman</publisher>
    <dateIssued>1997</dateIssued>
   </place>
  </originInfo>
  <slims:image>The_Stakeholder_corporation_%282%29.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="15953">
  <titleInfo>
   <title>The X-Factor  :</title>
   <subTitle>getting extraordinary results from ordinary people</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Reck, Ross R.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0471443891</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>John Wiley &amp; Sons</publisher>
    <dateIssued>2001</dateIssued>
   </place>
  </originInfo>
  <slims:image>The_X-Factor.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="37731">
  <titleInfo>
   <title>Services marketing:</title>
   <subTitle>people, technology, strategy</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Lovelock, Christopher H.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Wirtz, Jochen</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0132056763</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">USA</placeTerm>
    <publisher>Pearson Prentice Hall</publisher>
    <dateIssued>2007</dateIssued>
   </place>
  </originInfo>
  <slims:image>Service_Marketing.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="36690">
  <titleInfo>
   <title>Services marketing:</title>
   <subTitle>people, technology, strategy</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Lovelock, Christopher H.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Wirtz, Jochen</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9780131138650</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Upper Saddle River</placeTerm>
    <publisher>Pearson Prentice Hall</publisher>
    <dateIssued>2004</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="16106">
  <titleInfo>
   <title>Services marketing:</title>
   <subTitle>people, technology, strategy</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Lovelock, Christopher H.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0130289094</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Upper Saddle River</placeTerm>
    <publisher>Prentice Hall International</publisher>
    <dateIssued>2001</dateIssued>
   </place>
  </originInfo>
  <slims:image>10928829.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="49702">
  <titleInfo>
   <title>Co-creating Brands:</title>
   <subTitle>Brand Management from A Co-creative Perspective</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Ind, Nicholas</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <name type="personal" authority="">
   <namePart>Schmidt, Holger J.</namePart>
   <role>
    <roleTerm type="text">Additional Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9781472962263</identifier>
  <originInfo>
   <place>
    <placeTerm type="text"></placeTerm>
    <publisher>Bloomsbury Business</publisher>
    <dateIssued>2020</dateIssued>
   </place>
  </originInfo>
  <slims:image>co-creating_brands.jpg.jpg</slims:image>
 </mods>
 <mods version="3.3" ID="16835">
  <titleInfo>
   <title>Cash flow management</title>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Coyle, Brian</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">0852974485</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Kent</placeTerm>
    <publisher>CIB</publisher>
    <dateIssued>2000</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="34490">
  <titleInfo>
   <title>Outside innovation  :</title>
   <subTitle>how your customers will co-design your company's future</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Seybold, Patricia B.</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9780061135903</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">New York</placeTerm>
    <publisher>Harper Collins</publisher>
    <dateIssued>2006</dateIssued>
   </place>
  </originInfo>
 </mods>
 <mods version="3.3" ID="48073">
  <titleInfo>
   <title>Exploring experience design  :</title>
   <subTitle>fusing business, tech, and design to shape customer engagement</subTitle>
  </titleInfo>
  <name type="personal" authority="">
   <namePart>Schwartz, Ezra</namePart>
   <role>
    <roleTerm type="text">Primary Author</roleTerm>
   </role>
  </name>
  <typeOfResource collection="yes">mixed material</typeOfResource>
  <identifier type="isbn">9781787122444</identifier>
  <originInfo>
   <place>
    <placeTerm type="text">Birmingham</placeTerm>
    <publisher>Packt</publisher>
    <dateIssued>2017</dateIssued>
   </place>
  </originInfo>
 </mods>
</modsCollection>
