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The Resource Assessing service quality : satisfying the expectations of library customers, Peter Hemon, Ellen Altman, Robert E. Dugan

Assessing service quality : satisfying the expectations of library customers, Peter Hemon, Ellen Altman, Robert E. Dugan

Label
Assessing service quality : satisfying the expectations of library customers
Title
Assessing service quality
Title remainder
satisfying the expectations of library customers
Statement of responsibility
Peter Hemon, Ellen Altman, Robert E. Dugan
Title variation
Satisfying the expectations of library customers
Creator
Contributor
Author
Subject
Language
eng
Dewey number
025.5
Illustrations
illustrations
Target audience
adult
Label
Assessing service quality : satisfying the expectations of library customers, Peter Hemon, Ellen Altman, Robert E. Dugan
Instantiates
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • 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
  • 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
Dimensions
28 cm
Edition
Third edition.
Extent
xiii, 218 pages
Isbn
9780838913086
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
Label
Assessing service quality : satisfying the expectations of library customers, Peter Hemon, Ellen Altman, Robert E. Dugan
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • 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
  • 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
Dimensions
28 cm
Edition
Third edition.
Extent
xiii, 218 pages
Isbn
9780838913086
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations

Library Locations

    • Amityville Public LibraryBorrow it
      19 John Street, Amityville, NY, 11701, US
      40.679667 -73.41909
    • Bayport-Blue Point Public LibraryBorrow it
      203 Blue Point Ave, Blue Point, NY, 11715, US
      40.749741 -73.035841
    • Northport-East Northport Public LibraryBorrow it
      151 Laurel Ave, Northport, NY, 11768, US
      40.896016 -73.337641
    • Patchogue-Medford LibraryBorrow it
      54-60 E. Main St, Patchogue, NY, 11772, US
      40.76538 -73.013599
    • Rogers Memorial LibraryBorrow it
      91 Coopers Farm Road, Southampton, NY, 11968, US
      40.886297 -72.393263
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