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



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Autore: Hernon Peter Visualizza persona
Titolo: Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan Visualizza cluster
Pubblicazione: Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015
©2015
Edizione: 3rd ed.
Descrizione fisica: 1 online resource (233 p.)
Disciplina: 025.5
Soggetto topico: Public services (Libraries) - Evaluation
Public services (Libraries) - United States - Evaluation
Persona (resp. second.): AltmanEllen
DuganRobert E. <1952->
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.
Titolo autorizzato: Assessing service quality  Visualizza cluster
ISBN: 0-8389-1309-1
Formato: Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione: Inglese
Record Nr.: 9910797247403321
Lo trovi qui: Univ. Federico II
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