Il contributo delle Casse di risparmio allo sviluppo economico nazionale : relazione... / Giordano Dell'Amore

• Record Nr.: UNINA990006325520403321
• Autore: Dell'Amore, Giordano <1902-1981>
• Pubbl/distr/stampa: Milano : Giuffrè, 1959
• Descrizione fisica: 41 p. ; 24 cm
• Collana: "Università Commerciale L. Bocconi. Milano. Istituto di economia aziendale. Serie relazioni ; 18
• Disciplina: 332.21
• Locazione: FGBC; ECA
• Collocazione: UNIV. 213BIS (18); 13-80
• Lingua di pubblicazione: Non definito
• Formato: Materiale a stampa
• Livello bibliografico: Monografia

Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan

• Record Nr.: UNINA9910824798903321
• Autore: Hernon Peter
• Pubbl/distr/stampa: Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015; ©2015
• ISBN: 0-8389-1309-1
• Edizione: [3rd ed.]
• Descrizione fisica: 1 online resource (233 p.)
• Disciplina: 025.5
• Soggetti: Public services (Libraries) - Evaluation; Public services (Libraries) - United States - Evaluation
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: Description based upon print version of record.
• Nota di bibliografia: Includes bibliographical references and index.
• Nota di contenuto: Assessing Service Quality: Satisfying the Expectations of Library Customers; Contents; List of Figures; Preface; Chapter 1. Understanding Ends and Means; Chapter 2. A Look in the Library Mirror; Chapter 3. "Your Mission, Should You Choose to Accept It . . ."; Chapter 4. Measuring and Evaluating the Components of High-Quality Service; Chapter 5. What Can Go Wrong with Numbers?; Chapter 6. Different Ways of Listening to Customers; Chapter 7. Managing the Three Cs (Comments, Complaints, and Compliments); Chapter 8. Listening through Surveys; Chapter 9. Listening through Focus Group Interviews; Chapter 10. Customer-Related Metrics and RequirementsChapter 11. Satisfaction and Service Quality: Separate but Intertwined; Chapter 12. Interpreting Findings to Improve Customer Service; Chapter 13. Embracing Change-Continuous Improvement; About the Authors; Index
• Sommario/riassunto: This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.