02896nam 2200589 450 991079724740332120230807215836.00-8389-1309-1(CKB)3710000000431048(EBL)2070050(SSID)ssj0001516664(PQKBManifestationID)12589689(PQKBTitleCode)TC0001516664(PQKBWorkID)11500077(PQKB)10141329(MiAaPQ)EBC3563342(MiAaPQ)EBC2070050(Au-PeEL)EBL2070050(OCoLC)911128599(EXLCZ)99371000000043104820150625h20152015 uy 0engur|n|---|||||txtccrAssessing service quality satisfying the expectations of library customers /Peter Hernon, Ellen Altman, Robert E. Dugan3rd ed.Chicago, [Illinois] :ala editions, an imprint of the American Library Association,2015.©20151 online resource (233 p.)Description based upon print version of record.0-8389-1308-3 Includes bibliographical references and index.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 InterviewsChapter 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; IndexThis 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.Public services (Libraries)EvaluationPublic services (Libraries)United StatesEvaluationPublic services (Libraries)Evaluation.Public services (Libraries)Evaluation.025.5Hernon Peter573635Altman EllenDugan Robert E.1952-MiAaPQMiAaPQMiAaPQBOOK9910797247403321Assessing service quality3702587UNINA