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001 ocn452290002;

003 OCoLC;

005 20141212050221.0;

008 091005s2010 ilua b 001 0 eng ;

010 a| 2009040332;

020 a| 9780838910214 (pbk. : alk. paper);

020 a| 0838910211 (pbk. : alk. paper);

035 a| (Sirsi) o452290002;

035 a| (OCoLC)452290002;

040 a| DLCc| DLCd| YDXd| UtOrBLW;

043 a| n-us---;

049 a| EREE;

050 00 a| Z711b| .H45 2010;

082 00 a| 025.52| 22;

100 1 a| Hernon, Peter.=| ^A54139;

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

250 a| 2nd ed.;

260 a| Chicago :b| American Library Association,c| 2010.;

300 a| xi, 206 pages :b| illustrations ;c| 28 cm;

336 a| text2| rdacontent;

337 a| unmediated2| rdamedia;

338 a| volume2| rdacarrier;

504 a| Includes bibliographical references 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 evaluating the components of service quality -- What can go wrong with numbers? -- Managing the three C's (comments, complaints, and compliments) -- 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.=| ^A560925;

650 0 a| Public services (Libraries)z| United Statesx| Evaluation.=| ^A1013791;

700 1 a| Altman, Ellen.=| ^A547791;

994 a| C0b| ERE;

590 a| Little-305131060274W;

596 a| 1 2;

998 a| 2193130;

999 a| Z711 .H45 2010w| LCc| 1i| 30372015341347d| 3/10/2016e| 5/5/2015f| 7/25/2012g| 2l| JGESm| JOYNERn| 6r| Ys| Yt| JGESBKu| 5/17/2010x| BOOKz| JSTACKSo| .STAFF. jmpl;

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

Author/creator	Hernon, Peter
Other author	Altman, Ellen.
Format	Book
Edition	2nd ed.
Publication Info	Chicago : American Library Association, 2010.
Description	xi, 206 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 evaluating the components of service quality -- What can go wrong with numbers? -- Managing the three C's (comments, complaints, and compliments) -- 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-305131060274W
Bibliography note	Includes bibliographical references and index.
LCCN	2009040332
ISBN	9780838910214 (pbk. : alk. paper)
ISBN	0838910211 (pbk. : alk. paper)

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Joyner	General Stacks	Z711 .H45 2010	✔ Available	Place Hold

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

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