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Halifax Public Libraries
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Library Journal Review
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Hernon, Peter.
Subjects
Public services (Libraries) -- Evaluation.
Libraries and readers
Libraries and readers -- Evaluation.
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by author:
Hernon, Peter.
by title:
Assessing service qu...
by call number:
025.5 H558a
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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
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