000			01338nam a2200229 4500
001			vtls002370760
003			MY-SjTCS
005			20200306154010.0
008			110218s2001 ilua 001 eng
020			_a083890789X
039		9	_a201910011738 _bummi _c201102181514 _dVLOAD _y200407271936 _zVLOAD
082	0	4	_a025.52 _bHER
100	1		_aHernon, Peter. _914384
245	1	0	_aDelivering satisfaction and service quality : _ba customer-based approach for libraries / _cPeter Hernon and John R. Whitman
260			_aChicago, Ill. : _bAmerican Library Association, _cc2001
300			_axiv, 181 p. : _bill. ; _c28 cm.
505	0		_aFigures. - 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.
650		0	_aConsumer satisfaction _zUnited States. _9205600
650		0	_aReference services (Libraries) _zUnited States _xManagement. _9205601
700	1		_aWhitman, John R. _e(j.a.) _9205602
920			_aGEN : 103244
999			_c23946 _d23946