Hernon, Peter.
Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman - Chicago, Ill. : American Library Association, c1998 - xvii, 243 p. : ill. ; 28 cm.
"1999 Highsmith Award winner" - Cover
Figures. - Preface. - Acknowledgments. - 1. Understanding Ends and Means. - 2. A Look in the Library Mirror. - 3. "Your Mission, Should You Choose to Accept It ..." - 4. Measuring and Assessing the Components of Service Quality. - 5. What Can Go Wrong with Numbers. - 6. Compliment and Complaint Management. - 7. Listening to Customers through Surveys. - 8. Listening to Customers through Focus Group Interviews. - 9. Customer-Related Indicators and Requirements. - 10. Satisfaction and Service Quality: Separate but Intertwined. - 11. Interpreting Findings to Improve Customer Service. - 12. Embracing Change - Continuous Improvement. - Bibliography. - Index.
0838934897
Libraries and readers--Evaluation.
Libraries and readers--Evaluation.--United States
025.5 / HER
Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman - Chicago, Ill. : American Library Association, c1998 - xvii, 243 p. : ill. ; 28 cm.
"1999 Highsmith Award winner" - Cover
Figures. - Preface. - Acknowledgments. - 1. Understanding Ends and Means. - 2. A Look in the Library Mirror. - 3. "Your Mission, Should You Choose to Accept It ..." - 4. Measuring and Assessing the Components of Service Quality. - 5. What Can Go Wrong with Numbers. - 6. Compliment and Complaint Management. - 7. Listening to Customers through Surveys. - 8. Listening to Customers through Focus Group Interviews. - 9. Customer-Related Indicators and Requirements. - 10. Satisfaction and Service Quality: Separate but Intertwined. - 11. Interpreting Findings to Improve Customer Service. - 12. Embracing Change - Continuous Improvement. - Bibliography. - Index.
0838934897
Libraries and readers--Evaluation.
Libraries and readers--Evaluation.--United States
025.5 / HER