Tools

LEADER 02055cam 2200433 a 4500

001 1002307;

005 20141212034226.0;

008 980616s1998 ilua b 001 0 eng ;

010 a| 98008815;

015 a| GB99-2432;

019 a| 44014832;

020 a| 0838934897 (alk. paper);

035 a| (Sirsi) o39334682;

035 a| (OCoLC)39334682;

043 a| n-us---;

049 a| NPEE;

050 4 a| Z711b| .H45 1998;

082 00 a| 025.52| 21;

092 a| 025.5b| H43a;

100 1 a| Hernon, Peter.;

245 10 a| Assessing service quality :b| satisfying the expectations of library customers /c| Peter Hernon and Ellen Altman.;

260 a| Chicago :b| American Library Association,c| 1998.;

300 a| xvii, 243 pages :b| illustrations ;c| 28 cm;

336 a| text2| rdacontent;

337 a| unmediated2| rdamedia;

338 a| volume2| rdacarrier;

504 a| Includes bibliographical references (p. 231-237) and index.;

505 0 a| Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it..." -- Measuring and assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality: separate but intertwined -- Interpreting findings to improve customer service -- Embracing change - continuous improvement.;

650 0 a| Public services (Libraries)x| Evaluation.;

650 0 a| Public services (Libraries)z| United Statesx| Evaluation.;

700 1 a| Altman, Ellen.;

994 a| C0b| NPE;

590 a| Little-334057--305131043208U;

096 a| Z 678.85b| H558a 1998;

596 a| 1;

998 a| 1746438;

999 a| Z711 .H45 1998w| LCc| 1i| 30372010228358d| 3/26/2024e| 11/6/2023f| 4/15/2009g| 1l| JGESm| JOYNERn| 5r| Ys| Yt| JGESBKu| 3/22/1999x| BOOKz| JSTACKSo| .STAFF. 0;

Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman.

Author/creator	Hernon, Peter
Other author	Altman, Ellen.
Format	Book
Publication Info	Chicago : American Library Association, 1998.
Description	xvii, 243 pages : illustrations ; 28 cm
Subjects	Public services (Libraries)--Evaluation. Public services (Libraries)--United States. --Evaluation.

Contents	Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it..." -- Measuring and assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality: separate but intertwined -- Interpreting findings to improve customer service -- Embracing change - continuous improvement.
Local note	Little-334057--305131043208U
Bibliography note	Includes bibliographical references (p. 231-237) and index.
LCCN	98008815
ISBN	0838934897 (alk. paper)

Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman.

Click here for more information about this title