Assessing service quality satisfying the expectations of library customers
Hernon, Peter.
Assessing service quality satisfying the expectations of library customers Peter Hernon and Ellen Altman. - 2nd ed. - Chicago American Library Association 2010. - xi, 206 p. 28 cm.
Includes bibliographical references and index.
Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it ..." -- Measuring and evaluating the components of service quality -- What can go wrong with numbers -- Managing the three C's (comments, complaints, and compliments) -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change/continuous improvement.
9780838910214 (alk. paper)
2009040332
Public services (Libraries)--Evaluation.
Public services (Libraries)--Evaluation.--United States
Z711 / .H45 2010
025.5 / H558a2
Assessing service quality satisfying the expectations of library customers Peter Hernon and Ellen Altman. - 2nd ed. - Chicago American Library Association 2010. - xi, 206 p. 28 cm.
Includes bibliographical references and index.
Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it ..." -- Measuring and evaluating the components of service quality -- What can go wrong with numbers -- Managing the three C's (comments, complaints, and compliments) -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change/continuous improvement.
9780838910214 (alk. paper)
2009040332
Public services (Libraries)--Evaluation.
Public services (Libraries)--Evaluation.--United States
Z711 / .H45 2010
025.5 / H558a2