Bibliograph

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

Type

Label

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

Language

eng

Bibliography note

Includes bibliographical references and index

Illustrations

illustrations

Main title

Assessing service quality

Responsibility statement

Peter Hemon, Ellen Altman, Robert E. Dugan

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 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

Target audience

adult

resource.variantTitle

Satisfying the expectations of library customers

Classification