9 records matched your query       

Author:

Hernon, Peter.

Title:

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

Publisher:

American Library Association,

Copyright Date:

1998

Description:

xvii, 243 p. : ill. ; 28 cm.

Subject:

Public services (Libraries)--Evaluation.
Public services (Libraries)--United States--Evaluation.
Library Services.
Consumer Satisfaction.
Quality Control.
Library Surveys.
Bibliotecas y lectores--Estados Unidos--Evaluación
Bibliotheekpersoneel.
Dienstverlening.
Kwaliteit.
Bibliothèques--Évaluation.--Évaluation.
Bibliothèques--Évaluation.--États-Unis--Évaluation.

Other Authors:

Altman, Ellen.

Notes:

Includes bibliographical references (p. 231-237) and index.

Contents:

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.

ISBN:

9780838934890 (alk. paper)
0838934897 (alk. paper)

LCCN:

98008815

Locations:

USUX851 -- Iowa State University - Parks Library (Ames)

KSPG296 -- Burlington Public Library (Burlington)

UNUX074 -- University of Northern Iowa - Rod Library (Cedar Falls)

OVUX522 -- University of Iowa Libraries (Iowa City)

OMAX631 -- Geisler Learning Resource Cntr (Pella) — 025.5 He 7, a

UUAX975 -- Briar Cliff University - Mueller Library (Sioux City)

UTAX115 -- Buena Vista University Library (Storm Lake)