Bibliograph

Assessing service quality, satisfying the expectations of library customers, Peter Hernon + Ellen Altman

Type

Label

Assessing service quality, satisfying the expectations of library customers, Peter Hernon + Ellen Altman

Language

eng

Bibliography note

Includes bibliographical references and index

Illustrations

chartsillustrations

Index

index present

Literary Form

non fiction

Main title

Assessing service quality

Nature of contents

bibliography

Responsibility statement

Peter Hernon + Ellen Altman

Sub title

satisfying the expectations of library customers

Table Of 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 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

resource.variantTitle

Satisfying the expectations of library customers

Classification