LEADER 02896nam 2200589 450 001 9910824798903321 005 20230807215836.0 010 $a0-8389-1309-1 035 $a(CKB)3710000000431048 035 $a(EBL)2070050 035 $a(SSID)ssj0001516664 035 $a(PQKBManifestationID)12589689 035 $a(PQKBTitleCode)TC0001516664 035 $a(PQKBWorkID)11500077 035 $a(PQKB)10141329 035 $a(MiAaPQ)EBC3563342 035 $a(MiAaPQ)EBC2070050 035 $a(Au-PeEL)EBL2070050 035 $a(OCoLC)911128599 035 $a(EXLCZ)993710000000431048 100 $a20150625h20152015 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aAssessing service quality $esatisfying the expectations of library customers /$fPeter Hernon, Ellen Altman, Robert E. Dugan 205 $a3rd ed. 210 1$aChicago, [Illinois] :$cala editions, an imprint of the American Library Association,$d2015. 210 4$dİ2015 215 $a1 online resource (233 p.) 300 $aDescription based upon print version of record. 311 $a0-8389-1308-3 320 $aIncludes bibliographical references and index. 327 $aAssessing 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 327 $aChapter 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 330 $aThis 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. 606 $aPublic services (Libraries)$xEvaluation 606 $aPublic services (Libraries)$zUnited States$xEvaluation 615 0$aPublic services (Libraries)$xEvaluation. 615 0$aPublic services (Libraries)$xEvaluation. 676 $a025.5 700 $aHernon$b Peter$0573635 702 $aAltman$b Ellen 702 $aDugan$b Robert E.$f1952- 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910824798903321 996 $aAssessing service quality$93947587 997 $aUNINA