Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan
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| Autore: |
Hernon Peter
|
| Titolo: |
Assessing service quality : satisfying the expectations of library customers / / Peter Hernon, Ellen Altman, Robert E. Dugan
|
| 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 |
| ISBN: | 0-8389-1309-1 |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910824798903321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |