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LEADER 02724cam 22005894a 4500

001 ocn701242220;

003 OCoLC;

005 20141212080118.0;

008 110128s2011 caua b 001 0 eng ;

010 a| 2011002763;

020 a| 9781598847994 (pbk. : acid-free paper);

020 a| 1598847996 (pbk. : acid-free paper);

020 a| 9781598848007 (ebook);

020 a| 1598848003 (ebook);

029 1 a| AU@b| 000046638286;

029 1 a| NZ1b| 13836986;

035 a| (Sirsi) 99946905988;

035 a| (OCoLC)701242220;

035 a| 99946905988;

042 a| pcc;

043 a| n-us---;

049 a| EREE;

050 00 a| Z678.85b| .H475 2011;

082 00 a| 025.109732| 22;

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

245 10 a| Listening to the customer /c| Peter Hernon and Joseph R. Matthews.;

300 a| xiii, 201 pages :b| illustrations ;c| 26 cm;

336 a| text2| rdacontent;

337 a| unmediated2| rdamedia;

338 a| volume2| rdacarrier;

504 a| Includes bibliographical references and index.;

505 0 a| Listening to and valuing customer comments -- Obtaining staff buy-in -- Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data -- Methodologies (unstructured and solicited approaches) and the presentation of data collected -- Methodologies (structured but not always solicited approaches) and analyzing study findings -- Methodologies (unstructured and unsolicited approaches) -- I was once lost but now ? -- Analyzing and using the customer's voice to improve service -- Communication -- Valuing library customers.;

650 0 a| Librariesz| United Statesx| Evaluation.=| ^A9958;

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

650 0 a| Librariesx| Public relationsz| United States.=| ^A48527;

650 0 a| Librariesx| User satisfactionz| United States.=| ^A879396;

650 0 a| Customer servicesx| Evaluation.=| ^A813607;

650 0 a| Consumer satisfactionx| Evaluation.=| ^A3793;

700 1 a| Matthews, Joseph R.=| ^A126617;

938 a| YBP Library Servicesb| YANKn| 3688539;

938 a| Blackwell Book Serviceb| BBUSn| 3688539;

938 a| Ingramb| INGRn| 9781598847994;

938 a| Coutts Information Servicesb| COUTn| 17354528;

938 a| Brodartb| BRODn| 13401831c| $50.00;

949 a| Z678.85 .H475 2011h| Joyner48i| 30372013780801o| jjlm;

910 a| PromptCat;

994 a| 92b| ERE;

596 a| 1;

998 a| 2679095;

999 a| Z678.85 .H475 2011w| LCc| 1i| 30372013780801d| 4/3/2012e| 3/6/2012l| JGESm| JOYNERr| Ys| Yt| JGESBKu| 3/6/2012x| BOOKz| JSTACKSo| .STAFF. jjlm;

Listening to the customer / Peter Hernon and Joseph R. Matthews.

Author/creator	Hernon, Peter
Other author	Matthews, Joseph R.
Format	Book
Publication Info	Santa Barbara, Calif. : Libraries Unlimited, ©2011.
Description	xiii, 201 pages : illustrations ; 26 cm
Subjects	Libraries--United States. --Evaluation. Public services (Libraries)--United States. --Evaluation. Libraries--Public relations. --United States. Libraries--User satisfaction. --United States. Customer services--Evaluation. Consumer satisfaction--Evaluation.

Contents	Listening to and valuing customer comments -- Obtaining staff buy-in -- Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data -- Methodologies (unstructured and solicited approaches) and the presentation of data collected -- Methodologies (structured but not always solicited approaches) and analyzing study findings -- Methodologies (unstructured and unsolicited approaches) -- I was once lost but now ? -- Analyzing and using the customer's voice to improve service -- Communication -- Valuing library customers.
Bibliography note	Includes bibliographical references and index.
LCCN	2011002763
ISBN	9781598847994 (pbk. : acid-free paper)
ISBN	1598847996 (pbk. : acid-free paper)
ISBN	9781598848007 (ebook)
ISBN	1598848003 (ebook)

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Library	Location	Call Number	Status	Item Actions
Joyner	General Stacks	Z678.85 .H475 2011	✔ Available	Place Hold

Listening to the customer / Peter Hernon and Joseph R. Matthews.

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