Info
Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan
| Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan |
| Autore | Hernon Peter |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 |
| Descrizione fisica | 1 online resource (233 p.) |
| Disciplina | 025.5 |
| Soggetto topico |
Public services (Libraries) - Evaluation
Public services (Libraries) - United States - Evaluation |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8389-1309-1 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910461053303321 |
Hernon Peter
|
||
| Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan
| Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan |
| Autore | Hernon Peter |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 |
| Descrizione fisica | 1 online resource (233 p.) |
| Disciplina | 025.5 |
| Soggetto topico |
Public services (Libraries) - Evaluation
Public services (Libraries) - United States - Evaluation |
| ISBN | 0-8389-1309-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910797247403321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan
| Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan |
| Autore | Hernon Peter |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 |
| Descrizione fisica | 1 online resource (233 p.) |
| Disciplina | 025.5 |
| Soggetto topico |
Public services (Libraries) - Evaluation
Public services (Libraries) - United States - Evaluation |
| ISBN | 0-8389-1309-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910824798903321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ala editions, an imprint of the American Library Association, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||