TY  - BOOK
AU  - Hernon,Peter
AU  - Altman,Ellen
TI  - Assessing service quality: satisfying the expectations of library customers
SN  - 9780838910214 (alk. paper)
AV  - Z711 .H45 2010
U1  - 025.5 22
PY  - 2010///
CY  - Chicago
PB  - American Library Association
KW  - Public services (Libraries)
KW  - Evaluation
KW  - United States
N1  - 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
ER  -