Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman.
By: Hernon, Peter
Contributor(s): Whitman, John R
Material type: 
TextPublisher: Chicago : American Library Association, 2001Description: xiv, 181 pages : illustrations ; 28 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 083890789X (pbk. : alk. paper)Subject(s): Reference services (Libraries) -- United States -- Management | Consumer satisfaction -- United StatesLOC classification: Z711 | .H455 2001Bibliography, Etc. Note: Includes bibliographical references (pages 171-175) and index.| Item type | Current library | Shelving location | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|---|
Professional
|
John Bulow Campbell Library | Professional | Z711 .H455 2001 (Browse shelf(Opens below)) | 1 | Available | 0182902313655 |
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Includes bibliographical references (pages 171-175) and index.
Understanding customer service -- Understanding service quality -- Understanding customer satisfaction -- The framework for improving service quality and customer satisfaction over time -- Developing and implementing a service plan -- Assessing and evaluating satisfaction -- Using computer technology to conduct surveys -- Analyzing survey results -- The challenges to being successful.