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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 |
|
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 |
| Edizione | [1st ed.] |
| 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-9910816403603321 |
|
Rubin Rhea Joyce
|
||
| Chicago, : American Library Association, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
How libraries and librarians help [[electronic resource] ] : a guide to identifying user-centered outcomes / / Joan C. Durrance and Karen E. Fisher ; with Marian Bouch Hinton
| How libraries and librarians help [[electronic resource] ] : a guide to identifying user-centered outcomes / / Joan C. Durrance and Karen E. Fisher ; with Marian Bouch Hinton |
| Autore | Durrance Joan C |
| Pubbl/distr/stampa | Chicago, : American Library Association, 2005 |
| Descrizione fisica | 1 online resource (195 p.) |
| Disciplina | 027 |
| Altri autori (Persone) |
FisherKaren E. <1966->
HintonMarian Bouch |
| Soggetto topico |
Libraries - Evaluation
Libraries - United States - Evaluation Public services (Libraries) - Evaluation Public services (Libraries) - United States - Evaluation Public libraries - United States - Evaluation Libraries and community - United States |
| Soggetto genere / forma | Electronic books. |
| ISBN |
0-8389-9887-9
0-8389-9811-9 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | The urgent need to tell the library story more effectively -- Outcomes : an approach that shows the value of libraries -- The "How Libraries and Librarians Help" outcome model : applying contextual approaches to outcome evaluation -- Step one, getting started : preparing to conduct an outcomes study -- Step two, collecting data for outcomes : approaches and tools -- Step three, analyzing outcomes data -- Step four, maximizing the results of your outcomes study -- Predicting outcomes : outcome measures as a planning tool / Rhea Joyce Rubin -- Ripples of impact : Washtenaw Literacy Program outcomes / Maria Serapiglia and Sarah Wooden -- Empowering youth : outcomes of public libraries' youth technology -- Strengthening community : outcomes of community information services -- Putting the pieces together : an outcome study of the Ypsilanti District Library's Senior Deposit Collection Program / Dana Walker and Jeanie Fisher. |
| Record Nr. | UNINA-9910451397103321 |
|
Durrance Joan C
|
||
| Chicago, : American Library Association, 2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
How libraries and librarians help [[electronic resource] ] : a guide to identifying user-centered outcomes / / Joan C. Durrance and Karen E. Fisher ; with Marian Bouch Hinton
| How libraries and librarians help [[electronic resource] ] : a guide to identifying user-centered outcomes / / Joan C. Durrance and Karen E. Fisher ; with Marian Bouch Hinton |
| Autore | Durrance Joan C |
| Pubbl/distr/stampa | Chicago, : American Library Association, 2005 |
| Descrizione fisica | 1 online resource (195 p.) |
| Disciplina | 027 |
| Altri autori (Persone) |
FisherKaren E. <1966->
HintonMarian Bouch |
| Soggetto topico |
Libraries - Evaluation
Libraries - United States - Evaluation Public services (Libraries) - Evaluation Public services (Libraries) - United States - Evaluation Public libraries - United States - Evaluation Libraries and community - United States |
| ISBN |
0-8389-9887-9
0-8389-9811-9 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | The urgent need to tell the library story more effectively -- Outcomes : an approach that shows the value of libraries -- The "How Libraries and Librarians Help" outcome model : applying contextual approaches to outcome evaluation -- Step one, getting started : preparing to conduct an outcomes study -- Step two, collecting data for outcomes : approaches and tools -- Step three, analyzing outcomes data -- Step four, maximizing the results of your outcomes study -- Predicting outcomes : outcome measures as a planning tool / Rhea Joyce Rubin -- Ripples of impact : Washtenaw Literacy Program outcomes / Maria Serapiglia and Sarah Wooden -- Empowering youth : outcomes of public libraries' youth technology -- Strengthening community : outcomes of community information services -- Putting the pieces together : an outcome study of the Ypsilanti District Library's Senior Deposit Collection Program / Dana Walker and Jeanie Fisher. |
| Record Nr. | UNINA-9910784208903321 |
|
Durrance Joan C
|
||
| Chicago, : American Library Association, 2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
How libraries and librarians help [[electronic resource] ] : a guide to identifying user-centered outcomes / / Joan C. Durrance and Karen E. Fisher ; with Marian Bouch Hinton
| How libraries and librarians help [[electronic resource] ] : a guide to identifying user-centered outcomes / / Joan C. Durrance and Karen E. Fisher ; with Marian Bouch Hinton |
| Autore | Durrance Joan C |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Chicago, : American Library Association, 2005 |
| Descrizione fisica | 1 online resource (195 p.) |
| Disciplina | 027 |
| Altri autori (Persone) |
FisherKaren E. <1966->
HintonMarian Bouch |
| Soggetto topico |
Libraries - Evaluation
Libraries - United States - Evaluation Public services (Libraries) - Evaluation Public services (Libraries) - United States - Evaluation Public libraries - United States - Evaluation Libraries and community - United States |
| ISBN |
0-8389-9887-9
0-8389-9811-9 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | The urgent need to tell the library story more effectively -- Outcomes : an approach that shows the value of libraries -- The "How Libraries and Librarians Help" outcome model : applying contextual approaches to outcome evaluation -- Step one, getting started : preparing to conduct an outcomes study -- Step two, collecting data for outcomes : approaches and tools -- Step three, analyzing outcomes data -- Step four, maximizing the results of your outcomes study -- Predicting outcomes : outcome measures as a planning tool / Rhea Joyce Rubin -- Ripples of impact : Washtenaw Literacy Program outcomes / Maria Serapiglia and Sarah Wooden -- Empowering youth : outcomes of public libraries' youth technology -- Strengthening community : outcomes of community information services -- Putting the pieces together : an outcome study of the Ypsilanti District Library's Senior Deposit Collection Program / Dana Walker and Jeanie Fisher. |
| Record Nr. | UNINA-9910827016803321 |
|
Durrance Joan C
|
||
| Chicago, : American Library Association, 2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
