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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 | ||
| ||
Demonstrating results [[electronic resource] ] : using outcome measurement in your library / / Rhea Joyce Rubin for the Public Library Association
| Demonstrating results [[electronic resource] ] : using outcome measurement in your library / / Rhea Joyce Rubin for the Public Library Association |
| Autore | Rubin Rhea Joyce |
| Pubbl/distr/stampa | Chicago, : American Library Association, c2006 |
| Descrizione fisica | 1 online resource (179 p.) |
| Disciplina | 025.1 |
| Collana | PLA results series |
| Soggetto topico |
Library planning
Library planning - United States Public libraries - Planning Public libraries - United States - Planning Public services (Libraries) - Evaluation Public services (Libraries) - United States - Evaluation |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8389-9846-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | What, when, and why of outcome measurement -- Determine outcomes -- Make the outcomes measurable -- Design the data plan -- Prepare for implementation -- Make the most of your results. |
| Record Nr. | UNINA-9910451403303321 |
|
Rubin Rhea Joyce
|
||
| Chicago, : American Library Association, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Demonstrating results [[electronic resource] ] : using outcome measurement in your library / / Rhea Joyce Rubin for the Public Library Association
| Demonstrating results [[electronic resource] ] : using outcome measurement in your library / / Rhea Joyce Rubin for the Public Library Association |
| Autore | Rubin Rhea Joyce |
| Pubbl/distr/stampa | Chicago, : American Library Association, c2006 |
| Descrizione fisica | 1 online resource (179 p.) |
| Disciplina | 025.1 |
| Collana | PLA results series |
| Soggetto topico |
Library planning
Library planning - United States Public libraries - Planning Public libraries - United States - Planning Public services (Libraries) - Evaluation Public services (Libraries) - United States - Evaluation |
| ISBN | 0-8389-9846-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | What, when, and why of outcome measurement -- Determine outcomes -- Make the outcomes measurable -- Design the data plan -- Prepare for implementation -- Make the most of your results. |
| Record Nr. | UNINA-9910784210203321 |
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Rubin Rhea Joyce
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| Chicago, : American Library Association, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Five steps of outcome-based planning and evaluation for public libraries / / Melissa Gross, Cindy Mediavilla, Virginia A. Walter
| Five steps of outcome-based planning and evaluation for public libraries / / Melissa Gross, Cindy Mediavilla, Virginia A. Walter |
| Autore | Gross Melissa |
| Pubbl/distr/stampa | Chicago : , : ALA Editions, an imprint of the American Library Association, , 2016 |
| Descrizione fisica | 1 online resource (117 p.) |
| Disciplina | 027.4 |
| Soggetto topico |
Public libraries - Planning
Public libraries - Evaluation Public services (Libraries) - Evaluation Libraries and community Public libraries - California - Planning Public libraries - California - Evaluation |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8389-1415-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Outcomes, services and programs, and OBPE -- Gathering information -- Determining outcomes -- Designing programs and services -- Evaluating programs and services -- Sharing results -- Appendix A. Community assessment environmental scan : internal (library) factors -- Appendix B. Community assessment environmental scan : external (community) factors -- Appendix C. Community assessment : field questions to ask yourself -- Appendix D. Community assessment : sample interview and focus group questions. |
| Record Nr. | UNINA-9910465568203321 |
|
Gross Melissa
|
||
| Chicago : , : ALA Editions, an imprint of the American Library Association, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Five steps of outcome-based planning and evaluation for public libraries / / Melissa Gross, Cindy Mediavilla, Virginia A. Walter
| Five steps of outcome-based planning and evaluation for public libraries / / Melissa Gross, Cindy Mediavilla, Virginia A. Walter |
| Autore | Gross Melissa |
| Pubbl/distr/stampa | Chicago : , : ALA Editions, an imprint of the American Library Association, , 2016 |
| Descrizione fisica | 1 online resource (117 p.) |
| Disciplina | 027.4 |
| Soggetto topico |
Public libraries - Planning
Public libraries - Evaluation Public services (Libraries) - Evaluation Libraries and community Public libraries - California - Planning Public libraries - California - Evaluation |
| ISBN | 0-8389-1415-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Outcomes, services and programs, and OBPE -- Gathering information -- Determining outcomes -- Designing programs and services -- Evaluating programs and services -- Sharing results -- Appendix A. Community assessment environmental scan : internal (library) factors -- Appendix B. Community assessment environmental scan : external (community) factors -- Appendix C. Community assessment : field questions to ask yourself -- Appendix D. Community assessment : sample interview and focus group questions. |
| Record Nr. | UNINA-9910798132803321 |
|
Gross Melissa
|
||
| Chicago : , : ALA Editions, an imprint of the American Library Association, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Five steps of outcome-based planning and evaluation for public libraries / / Melissa Gross, Cindy Mediavilla, Virginia A. Walter
| Five steps of outcome-based planning and evaluation for public libraries / / Melissa Gross, Cindy Mediavilla, Virginia A. Walter |
| Autore | Gross Melissa |
| Pubbl/distr/stampa | Chicago : , : ALA Editions, an imprint of the American Library Association, , 2016 |
| Descrizione fisica | 1 online resource (117 p.) |
| Disciplina | 027.4 |
| Soggetto topico |
Public libraries - Planning
Public libraries - Evaluation Public services (Libraries) - Evaluation Libraries and community Public libraries - California - Planning Public libraries - California - Evaluation |
| ISBN | 0-8389-1415-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Outcomes, services and programs, and OBPE -- Gathering information -- Determining outcomes -- Designing programs and services -- Evaluating programs and services -- Sharing results -- Appendix A. Community assessment environmental scan : internal (library) factors -- Appendix B. Community assessment environmental scan : external (community) factors -- Appendix C. Community assessment : field questions to ask yourself -- Appendix D. Community assessment : sample interview and focus group questions. |
| Record Nr. | UNINA-9910822519203321 |
|
Gross Melissa
|
||
| Chicago : , : ALA Editions, an imprint of the American Library Association, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton
| Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton |
| Autore | Hernon Peter |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ALA Editions, , 2014 |
| Descrizione fisica | 1 online resource (257 p.) |
| Disciplina | 027.0029 |
| Soggetto topico |
Libraries - Evaluation
Public services (Libraries) - Evaluation Library administration - Decision making Library statistics |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-8389-9682-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Getting Started with Evaluation; Contents; Figures, Tables, and Text Boxes; Preface; Chapter 1: Evaluation; The Concept; Planning Context; Evaluation Questions; Sources of Evidence; Benchmarking and Best Practices; Concluding Thoughts; Notes; Chapter 2: Evidence-Based Planning and Decision Making; Evidence-Based Library and Information Practice; Concluding Thoughts; Notes; Chapter 3: Library Metrics; Overview; Library Perspective; Institutional-Level and Stakeholder Perspectives; Broader Organization Perspective; Concluding Thoughts; Notes
Chapter 4: Internal Evaluation for Planning and Decision MakingThree Factors Supporting Internal Evaluation; The Internal Evaluation Process; Data to Collect for Internal Evaluation; What to Evaluate Internally; Internal Evaluation and External Comparisons; Concluding Thoughts; Notes; Chapter 5: External Evaluation to Inform Stakeholders and to Guide Continuous Improvement; Considering "What" and "How" to Evaluate; Quality; Administration and Management; Partnerships; Customer Satisfaction; Supporting Education; Reputation; Concluding Thoughts; Notes; Chapter 6: Measuring Satisfaction Gaps Model of Service QualityMethods of Data Collection; Customer Comments; Customer Satisfaction Index; Customer Satisfaction Metrics; Concluding Thoughts; Notes; Chapter 7: Measuring Service Quality; E-Service Quality; Other Means of Listening to Customers; Concluding Thoughts; Notes; Chapter 8: Measuring Return on Investment (ROI ); Economic Benefits; Total Value; Concluding Thoughts; Notes; Chapter 9: Measuring the Value of the Library and Its Services; Framework for Establishing Value; Value of Public Libraries; Examples from the Literature; Outlining a Process for Getting Started Concluding ThoughtsNotes; Chapter 10: Using and Communicating the Results; To Whom Do We Communicate?; What Do We Communicate?; How Do We Communicate?; Why Do We Communicate?; When Do We Communicate?; Concluding Thoughts; Notes; Chapter 11: Positive Organizational Change; Institutional Effectiveness; Planning; Creating Positive Organizational Change; Concluding Thoughts; Notes; Appendix: Answers to Chapter Exercises; Selected Readings; About the Authors; Index |
| Record Nr. | UNINA-9910464585603321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ALA Editions, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton
| Getting started with evaluation / / Peter Hernon, Robert E. Dugan, and Joseph R. Matthews ; cover design by Kimberly Thornton |
| Autore | Hernon Peter |
| Pubbl/distr/stampa | Chicago, [Illinois] : , : ALA Editions, , 2014 |
| Descrizione fisica | 1 online resource (257 p.) |
| Disciplina | 027.0029 |
| Soggetto topico |
Libraries - Evaluation
Public services (Libraries) - Evaluation Library administration - Decision making Library statistics |
| ISBN | 0-8389-9682-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Getting Started with Evaluation; Contents; Figures, Tables, and Text Boxes; Preface; Chapter 1: Evaluation; The Concept; Planning Context; Evaluation Questions; Sources of Evidence; Benchmarking and Best Practices; Concluding Thoughts; Notes; Chapter 2: Evidence-Based Planning and Decision Making; Evidence-Based Library and Information Practice; Concluding Thoughts; Notes; Chapter 3: Library Metrics; Overview; Library Perspective; Institutional-Level and Stakeholder Perspectives; Broader Organization Perspective; Concluding Thoughts; Notes
Chapter 4: Internal Evaluation for Planning and Decision MakingThree Factors Supporting Internal Evaluation; The Internal Evaluation Process; Data to Collect for Internal Evaluation; What to Evaluate Internally; Internal Evaluation and External Comparisons; Concluding Thoughts; Notes; Chapter 5: External Evaluation to Inform Stakeholders and to Guide Continuous Improvement; Considering "What" and "How" to Evaluate; Quality; Administration and Management; Partnerships; Customer Satisfaction; Supporting Education; Reputation; Concluding Thoughts; Notes; Chapter 6: Measuring Satisfaction Gaps Model of Service QualityMethods of Data Collection; Customer Comments; Customer Satisfaction Index; Customer Satisfaction Metrics; Concluding Thoughts; Notes; Chapter 7: Measuring Service Quality; E-Service Quality; Other Means of Listening to Customers; Concluding Thoughts; Notes; Chapter 8: Measuring Return on Investment (ROI ); Economic Benefits; Total Value; Concluding Thoughts; Notes; Chapter 9: Measuring the Value of the Library and Its Services; Framework for Establishing Value; Value of Public Libraries; Examples from the Literature; Outlining a Process for Getting Started Concluding ThoughtsNotes; Chapter 10: Using and Communicating the Results; To Whom Do We Communicate?; What Do We Communicate?; How Do We Communicate?; Why Do We Communicate?; When Do We Communicate?; Concluding Thoughts; Notes; Chapter 11: Positive Organizational Change; Institutional Effectiveness; Planning; Creating Positive Organizational Change; Concluding Thoughts; Notes; Appendix: Answers to Chapter Exercises; Selected Readings; About the Authors; Index |
| Record Nr. | UNINA-9910786678903321 |
|
Hernon Peter
|
||
| Chicago, [Illinois] : , : ALA Editions, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
