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Item Information   Copy / Holding Information     Library Journal Review     More Content       More by this author     Hernon, Peter.     Subjects     Public services (Libraries) -- Evaluation.     Libraries and readers     Libraries and readers -- Evaluation.     Browse Catalog     by author:      Hernon, Peter.       by title:      Assessing service qu...       by call number:      025.5 H558a     Search the Web     Hernon, Peter.     Public services (Libraries) -- Evaluation.     Libraries and readers     Libraries and readers -- Evaluation.       MARC Display

Assessing service quality : satisfying the expectations of library customers / Peter Hernon + Ellen Altman. by Hernon, Peter. American Library Association, 2010. Call #: 025.5 H558a Subjects Public services (Libraries) -- Evaluation.   Libraries and readers   Libraries and readers -- Evaluation. ISBN:  9780838910214 (pbk. : alk. paper) 0838910211 (pbk. : alk. paper) Edition:  2nd ed. Description:  xi, 206 p. : ill. ; 28 cm. Bibliography:  Includes bibliographical references (p. 193-200) and index. 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. Genre:  Professional collection. Other authors:  Altman, Ellen. Holds:  0   Copy/Holding information Location Collection Call No. Item type Status   Central Library Professional Collection 025.5 H558a Non-circulating Closed Stacks Add Copy to MyList

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