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01891aam a2200349 i 4500 001 59158F903D9311E580EE5E84DAD10320 003 SILO 005 20150808010111 008 150127s2015 ilua b 001 0 eng 010 $a 2014042718 020 $a 0838913083 020 $a 9780838913086 035 $a (OCoLC)902599179 040 $a DLC $e rda $b eng $c DLC $d IG# $d OCLCF $d IEH $d YDXCP $d CDX $d NUI $d SILO 043 $a n-us--- 050 00 $a Z711 $b .H45 2015 100 1 $a Hernon, Peter. 245 10 $a Assessing service quality : $b satisfying the expectations of library customers / $c Peter Hernon, Ellen Altman, Robert E. Dugan. 250 $a Third edition. 264 1 $a Chicago : $b ALA Editions, an imprint of the American Library Association, $c 2015. 300 $a xiii, 218 pages : $b illustrations ; $c 28 cm 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 high-quality service -- What can go wrong with numbers? -- Different ways of listening to customers -- Managing the three Cs (comments, complaints, and compliments) -- Listening through surveys -- Listening through focus group interviews -- Customer-related metrics 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 States $x Evaluation. 700 1 $a Altman, Ellen. 700 1 $a Dugan, Robert E., $d 1952- 941 $a 2 952 $l OVUX522 $d 20171228035348.0 952 $l UXAX826 $d 20151002011650.0 956 $a http://locator.silo.lib.ia.us/search.cgi?index_0=id&term_0=59158F903D9311E580EE5E84DAD10320 994 $a Z0 $b IODInitiate Another SILO Locator Search