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

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

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
Creator
Contributor
Subject
Language
eng
Summary
"Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries." "The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify strengths and weaknesses to narrow the gap between business-as-usual service delivery and customer expectations."--Jacket
Cataloging source
DLC
http://library.link/vocab/creatorName
Hernon, Peter
Dewey number
025.5
Index
index present
LC call number
Z711
LC item number
.H45 1998
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
Altman, Ellen
http://library.link/vocab/subjectName
  • Public services (Libraries)
  • Public services (Libraries)
  • Evaluation Studies as Topic
  • Libraries
  • Consumer Behavior
  • Library Services
  • Quality Control
  • Library Surveys
Label
Assessing service quality : satisfying the expectations of library customers, Peter Hernon, Ellen Altman
Instantiates
Publication
Bibliography note
Includes bibliographical references (pages 231-237) and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
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 assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- 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
Control code
39334682
Dimensions
28 cm
Extent
xvii, 243 pages
Isbn
9780838934890
Isbn Type
(alk. paper)
Lccn
98008815
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
Other physical details
illustrations
Label
Assessing service quality : satisfying the expectations of library customers, Peter Hernon, Ellen Altman
Publication
Bibliography note
Includes bibliographical references (pages 231-237) and index
Carrier category
volume
Carrier category code
  • nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
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 assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- 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
Control code
39334682
Dimensions
28 cm
Extent
xvii, 243 pages
Isbn
9780838934890
Isbn Type
(alk. paper)
Lccn
98008815
Media category
unmediated
Media MARC source
rdamedia
Media type code
  • n
Other physical details
illustrations

Library Locations

    • Thomas Jefferson LibraryBorrow it
      1 University Blvd, St. Louis, MO, 63121, US
      38.710138 -90.311107
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