Assessing service quality : satisfying the expectations of library customers / Peter Hernon + Ellen Altman.
| Author/creator |
Hernon, Peter |
| Other author/creator | Altman, Ellen. |
| Format | Book and Print |
| Edition | 2nd ed. |
| Publication Info | Chicago : American Library Association, 2010. |
| Description | xi, 206 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 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. |
| Local note | Little-305131060274W |
| Bibliography note | Includes bibliographical references and index. |
| LCCN | 2009040332 |
| ISBN | 9780838910214 (pbk. : alk. paper) |
| ISBN | 0838910211 (pbk. : alk. paper) |
Available Items
| Library | Location | Call Number | Status | Item Actions | |
| Joyner | General Stacks | Z711 .H45 2010 | ✔ Available | Place Hold |