| 000 | 01488nam a2200265Ia 4500 | ||
|---|---|---|---|
| 001 | 294934 | ||
| 005 | 20230519142900.0 | ||
| 008 | 091005s2010 ilu b 001 0 eng | ||
| 010 | _a 2009040332 | ||
| 020 | _a9780838910214 (alk. paper) | ||
| 040 |
_aDLC _cDLC |
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| 043 | _an-us--- | ||
| 050 | 0 | 0 |
_aZ711 _b.H45 2010 |
| 082 | 0 | 0 |
_a025.5 _bH558a2 _222 |
| 100 | 1 |
_aHernon, Peter. _9110276 _2Local |
|
| 245 | 1 | 0 |
_aAssessing service quality _bsatisfying the expectations of library customers _cPeter Hernon and Ellen Altman. |
| 250 | _a2nd ed. | ||
| 260 |
_aChicago _bAmerican Library Association _c2010. |
||
| 300 |
_axi, 206 p. _c28 cm. |
||
| 504 | _aIncludes bibliographical references and index. | ||
| 505 | 0 | _aUnderstanding 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. | |
| 650 | 0 |
_aPublic services (Libraries) _xEvaluation. _9154944 |
|
| 650 | 0 |
_aPublic services (Libraries) _zUnited States _xEvaluation. _9154944 |
|
| 700 | 1 |
_aAltman, Ellen _9195131 _2Local |
|
| 999 |
_c214418 _d214418 |
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