Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman.
By: Hernon, Peter
Contributor(s): Altman, Ellen
Material type: 
TextPublisher: Chicago : American Library Association, 1998Description: xvii, 243 pages : illustrations ; 28 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 0838934897 (alk. paper)Subject(s): Public services (Libraries) -- Evaluation | Public services (Libraries) -- United States -- EvaluationBibliography, Etc. Note: Includes bibliographical references (pages 231-237) and index.| Item type | Current library | Shelving location | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|---|
Professional
|
John Bulow Campbell Library | Professional | Z678.85 .H55 1998 (Browse shelf(Opens below)) | 1 | Available | 0182902313721 |
Includes bibliographical references (pages 231-237) and index.
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.