TY  - BOOK
AU  - Hernon,Peter
AU  - Altman,Ellen
TI  - Assessing service quality: satisfying the expectations of library customers 
SN  - 0838934897
U1  - 025.5 
PY  - 1998///
CY  - Chicago, Ill.
PB  - American Library Association
KW  - Libraries and readers
KW  - Evaluation
KW  - United States
N1  - "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
ER  -