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01931cam a2200385 a 4500 001 2E0AB506253811DF9B7CADF9A7D7520A 003 SILO 005 20150520012456 008 091005s2010 ilua b 001 0 eng 010 $a 2009040332 020 $a 0838910211 (pbk. : alk. paper) 020 $a 9780838910214 (pbk. : alk. paper) 035 $a (OCoLC)452290002 040 $a DLC $c DLC $d SILO $d YDXCP $d BWX $d IWG $d SILO 043 $a n-us--- 050 00 $a Z711 $b .H45 2010 082 00 $a 025.5 $2 22 100 1 $a Hernon, Peter. 245 1 $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 p. : $b ill. ; $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 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. 650 0 $a Public services (Libraries) $z United States $x Evaluation. 700 1 $a Altman, Ellen. 941 $a 5 952 $l IAOX771 $d 20240710102034.0 952 $l PQAX094 $d 20231214031903.0 952 $l IBAX173 $d 20180307022848.0 952 $l USUX851 $d 20160825053720.0 952 $l OSAX771 $d 20100623010944.0 956 $a http://locator.silo.lib.ia.us/search.cgi?index_0=id&term_0=2E0AB506253811DF9B7CADF9A7D7520A 994 $a 01 $b IWGInitiate Another SILO Locator Search