Assessing service quality : satisfying the expectations of library customers
Record details
- ISBN: 0838913083
- ISBN: 9780838913086
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Physical Description:
xiii, 218 pages : illustrations ; 28 cm
print - Edition: Third edition.
- Publisher: Chicago : ALA Editions, an imprint of the American Library Association, 2015.
Content descriptions
Bibliography, etc. Note: | Includes bibliographical references and index. |
Formatted Contents Note: | Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it..." -- Measuring and evaluating the components of high-quality service -- What can go wrong with numbers? -- Different ways of listening to customers -- Managing the three Cs (comments, complaints, and compliments) -- Listening through surveys -- Listening through focus group interviews -- Customer-related metrics and requirements -- Satisfaction and service quality: Separate but intertwined -- Interpreting findings to improve customer service -- Embracing change-continuous improvement. |
Search for related items by subject
Subject: | Public services (Libraries) United States Evaluation Public services (Libraries) Evaluation |
Available copies
- 1 of 1 copy available at Lackawanna County Library System.
Holds
- 0 current holds with 1 total copy.
Show Only Available Copies
Location | Call Number / Copy Notes | Barcode | Shelving Location | Circulation Modifier | Status | Due Date | Courses |
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Albright Memorial Library | PROF COL 025.5 HERNON (Text) | 50686014954270 | District Office | Available | - |