Hernon, Peter. <br/><br/>
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. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9780838910214 (alk. paper) 
<br/><br/><label>LCCN: </label>2009040332 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries)--Evaluation.<br/>Public services (Libraries)--Evaluation.--United States
<br/><br/><label>LC Class. No.: </label>Z711  / .H45 2010 
<br/><br/><label>Dewey Class. No.: </label>025.5  / H558a2