Hernon, Peter.
Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman - Chicago, Ill. : American Library Association, c2001 - xiv, 181 p. : ill. ; 28 cm.
Figures. - Tables. - Preface. - Acknowledgements. - 1. Understanding Customer Service. - 2. Understanding Service Quality. - 3. Understanding Customer Satisfaction. - 4. The Framework For Improving Service Quality and Customer Satisfaction Over Time. - 5. Developing and Implementing a Service Plan. - 6. Assessing and Evaluating Satisfaction. - 7. Using Computer Technology to Conduct Surveys. - 8. Analyzing Survey Results. - 9. The Challenges to Being Successful. Bibliography. - Index.
083890789X
Consumer satisfaction--United States.
Reference services (Libraries)--Management.--United States
025.52 / HER
Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman - Chicago, Ill. : American Library Association, c2001 - xiv, 181 p. : ill. ; 28 cm.
Figures. - Tables. - Preface. - Acknowledgements. - 1. Understanding Customer Service. - 2. Understanding Service Quality. - 3. Understanding Customer Satisfaction. - 4. The Framework For Improving Service Quality and Customer Satisfaction Over Time. - 5. Developing and Implementing a Service Plan. - 6. Assessing and Evaluating Satisfaction. - 7. Using Computer Technology to Conduct Surveys. - 8. Analyzing Survey Results. - 9. The Challenges to Being Successful. Bibliography. - Index.
083890789X
Consumer satisfaction--United States.
Reference services (Libraries)--Management.--United States
025.52 / HER