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02486cam a2200517 a 4500 001 B7993CCE2AF811DE979B4407A8D7520A 003 SILO 005 20181009010727 008 980616s1998 ilua b 001 0 eng 010 $a 98008815 020 $a 9780838934890 (alk. paper) 020 $a 0838934897 (alk. paper) 040 $a DLC $c DLC $d SILO $d DAY $d C#P $d UKM $d COU $d QP9 $d EL$ $d BAKER $d NLGGC $d BTCTA $d LVB $d YDXCP $d IWV $d SILO 043 $a n-us--- 050 00 $a Z711 $b .H45 1998 082 00 $a 025.5 $2 21 084 $a 06.60 $2 bcl 100 1 $a Hernon, Peter. 245 1 $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 p. : $b ill. ; $c 28 cm. 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 States $x Evaluation. 650 12 $a Library Services. 650 12 $a Consumer Satisfaction. 650 12 $a Quality Control. 650 22 $a Library Surveys. 650 4 $a Bibliotecas y lectores $z Estados Unidos $x EvaluacioÌn 650 17 $a Bibliotheekpersoneel. $2 gtt 650 17 $a Dienstverlening. $2 gtt 650 17 $a Kwaliteit. $2 gtt 650 6 $a BibliotheÌques $x EÌvaluation. $x EÌvaluation. 650 6 $a BibliotheÌques $x EÌvaluation. $z EÌtats-Unis $x EÌvaluation. 700 1 $a Altman, Ellen. 941 $a 7 952 $l USUX851 $d 20190103033121.0 952 $l OVUX522 $d 20180102045007.0 952 $l UUAX975 $d 20090701080000.0 952 $l UTAX115 $d 20090701080000.0 952 $l UNUX074 $d 20090701080000.0 952 $l OMAX631 $m 025.5 He 7, a $d 20090701080000.0 952 $l KSPG296 $d 20090701080000.0 956 $a http://locator.silo.lib.ia.us/search.cgi?index_0=id&term_0=B7993CCE2AF811DE979B4407A8D7520A 994 $a 02 $b IWVInitiate Another SILO Locator Search