01488nam a2200265Ia 4500 294934 20230519142900.0 091005s2010 ilu b 001 0 eng 2009040332 9780838910214 (alk. paper) DLC DLC n-us--- Z711 .H45 2010 025.5 H558a2 22 Hernon, Peter. 110276 Local 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. Public services (Libraries) Evaluation. 154944 Public services (Libraries) United States Evaluation. 154944 Altman, Ellen 195131 Local 214418 214418 0 0 ddc 0 025_500000000000000_H558A2 0 evl 357142 10 10 1 2016-05-27 ALA 63.65 443390 0 025.5 H558a2 80000002399700 2017-05-18 00:00:00 r:294934 6