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

Assessing service quality : satisfying the expectations of library customers, Peter Hernon, 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 Hernon, Ellen Altman, Robert E. Dugan
Creator
Contributor
Subject
Language
eng
Summary
In this third edition, the authors again offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals. They challenge librarians to consider both internal and external customers, and to think about customer service in new ways
Cataloging source
DLC
Dewey number
025.5
Illustrations
illustrations
Index
index present
Literary form
non fiction
Nature of contents
bibliography
Label
Assessing service quality : satisfying the expectations of library customers, Peter Hernon, Ellen Altman, Robert E. Dugan
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
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
Control code
ocn902599179
Dimensions
28 cm
Edition
Third edition.
Extent
xiii, 218 pages
Isbn
9780838913086
Lccn
2014042718
Media category
unmediated
Media MARC source
rdamedia
Other physical details
illustrations
System control number
(OCoLC)902599179
Label
Assessing service quality : satisfying the expectations of library customers, Peter Hernon, Ellen Altman, Robert E. Dugan
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
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
Control code
ocn902599179
Dimensions
28 cm
Edition
Third edition.
Extent
xiii, 218 pages
Isbn
9780838913086
Lccn
2014042718
Media category
unmediated
Media MARC source
rdamedia
Other physical details
illustrations
System control number
(OCoLC)902599179

Library Locations

    • Yates Community LibraryBorrow it
      15 North Main Street PO Box 485, Lydonville, NY, 14098, US
      43.321542 -78.389274
    • Nioga Library SystemBorrow it
      6575 Wheeler Road, Lockport, NY, 14094, US
      43.222714 -78.670014
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