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Record Nr. |
UNINA9910797247403321 |
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Autore |
Hernon Peter |
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Titolo |
Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan |
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Pubbl/distr/stampa |
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Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 |
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©2015 |
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ISBN |
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Edizione |
[3rd ed.] |
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Descrizione fisica |
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1 online resource (233 p.) |
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Disciplina |
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Soggetti |
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Public services (Libraries) - Evaluation |
Public services (Libraries) - United States - Evaluation |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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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 |
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Sommario/riassunto |
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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. |
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