Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman
By: Hernon, Peter
.
Contributor(s): Whitman, John R [(j.a.)].
Publisher: Chicago, Ill. : American Library Association, c2001Description: xiv, 181 p. : ill. ; 28 cm.ISBN: 083890789X.Subject(s): Consumer satisfaction -- United States | Reference services (Libraries) -- United States -- ManagementDDC classification: 025.52
Contents:
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.
| Item type | Current location | Call number | Copy number | Status | Notes | Date due | Barcode |
|---|---|---|---|---|---|---|---|
| Teaching Resource | Taylor's Library-TU | 025.52 HER (Browse shelf) | 1 | Available | GENLS,GENLS,02,GR | 5000087491 |
Browsing Taylor's Library-TU Shelves Close shelf browser
| 025.52 DES 2012 Information 2.0 : | 025.52 DOR 2015 Information needs analysis : | 025.52 ERE 2012 E-reference context and discoverability in libraries : | 025.52 HER Delivering satisfaction and service quality : | 025.52 IMP 2013 Implementing virtual reference services : | 025.52 MUR 2011 The librarian as information consultant : | 025.52 OWE Success at the enquiry desk : |
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.