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

Format:

Book

Author/Creator:

Hernon, Peter, author.

Altman, Ellen, author.

Dugan, Robert E., 1952- author.

Language:

English

Subjects (All):

Public services (Libraries)--Evaluation.

Public services (Libraries).

Public services (Libraries)--United States--Evaluation.

Physical Description:

1 online resource (233 p.)

Edition:

3rd ed.

Place of Publication:

Chicago, [Illinois] : ala editions, an imprint of the American Library Association, 2015.

Language Note:

English

Summary:

This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

Contents:

Assessing Service Quality: Satisfying the Expectations of Library Customers; Contents; List of Figures; Preface; Chapter 1. Understanding Ends and Means; Chapter 2. A Look in the Library Mirror; Chapter 3. "Your Mission, Should You Choose to Accept It . . ."; Chapter 4. Measuring and Evaluating the Components of High-Quality Service; Chapter 5. What Can Go Wrong with Numbers?; Chapter 6. Different Ways of Listening to Customers; Chapter 7. Managing the Three Cs (Comments, Complaints, and Compliments); Chapter 8. Listening through Surveys; Chapter 9. Listening through Focus Group Interviews

Chapter 10. Customer-Related Metrics and RequirementsChapter 11. Satisfaction and Service Quality: Separate but Intertwined; Chapter 12. Interpreting Findings to Improve Customer Service; Chapter 13. Embracing Change-Continuous Improvement; About the Authors; Index

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

0-8389-1309-1

OCLC:

911128599