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Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman

By: Hernon, Peter.
Contributor(s): Altman, Ellen [(j.a.)].
Publisher: Chicago, Ill. : American Library Association, c1998Description: xvii, 243 p. : ill. ; 28 cm.ISBN: 0838934897.Subject(s): Libraries and readers -- Evaluation | Libraries and readers -- United States -- EvaluationDDC classification: 025.5
Contents:
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.
Item type Current location Call number Copy number Status Notes Date due Barcode
Teaching Resource Taylor's Library-TU
025.5 HER (Browse shelf) 1 Available GENLS,GENLS,02,GR 5000087494

"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.