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Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman

By: Contributor(s): Publication details: Chicago, Ill. : American Library Association, c2001Description: xiv, 181 p. : ill. ; 28 cmISBN:
  • 083890789X
Subject(s): DDC classification:
  • 025.52 HER
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.
Holdings
Cover image Item type Current library Home library Collection Shelving location Shelf location Call number Materials specified Vol info Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Teaching Resource Taylor's Library-TU 025.52 HER (Browse shelf(Opens below)) 1 Available GENLS,GENLS,02,GR 5000087491

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.