Assessing service quality : satisfying the expectations of library customers / Peter Hernon, Ellen Altman, Robert E. Dugan.
| Author/creator |
Hernon, Peter |
| Other author/creator | Altman, Ellen. |
| Other author/creator | Dugan, Robert E., 1952- |
| Format | Book and Print |
| Edition | Third edition. |
| Publication Info | Chicago : ALA Editions, an imprint of the American Library Association, 2015. |
| Description | xiii, 218 pages : illustrations ; 28 cm |
| Subject(s) |
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| Contents | Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it..." -- Measuring and evaluating the components of high-quality service -- What can go wrong with numbers? -- Different ways of listening to customers -- Managing the three Cs (comments, complaints, and compliments) -- Listening through surveys -- Listening through focus group interviews -- Customer-related metrics and requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change-continuous improvement. |
| Bibliography note | Includes bibliographical references and index. |
| LCCN | 2014042718 |
| ISBN | 9780838913086 (pbk. : alk. paper) |
| ISBN | 0838913083 (pbk. : alk. paper) |
| ISBN | (PDF) |
| ISBN | (ePub) |
| ISBN | (Kindle) |
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