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02167cam a2200469 a 4500 001 39E3932A2AFC11DEA26E6407A8D7520A 003 SILO 005 20230114020400 008 000608s2001 ilua b 001 0 eng 010 $a 00044811 020 $a 9780838907894 (pbk. : alk. paper) 020 $a 083890789X (pbk. : alk. paper) 040 $a DLC $c DLC $d SILO $d COU $d MUQ $d OCLCQ $d NLGGC $d BTCTA $d YDXCP $d BAKER $d SOF $d SILO 043 $a n-us--- 050 00 $a Z711 $b .H455 2001 082 00 $a 025.5/2 $2 21 084 $a 06.60 $2 bcl 100 1 $a Hernon, Peter. 245 1 $a Delivering satisfaction and service quality : $b a customer-based approach for libraries / $c Peter Hernon and John R. Whitman. 260 $a Chicago : $b American Library Association, $c 2001. 300 $a xiv, 181 p. : $b ill. ; $c 28 cm. 504 $a Includes bibliographical references (p. 171-175) and index. 505 0 $a Understanding customer service -- Understanding service quality -- Understanding customer satisfaction -- The framework for improving service quality and customer satisfaction over time -- Developing and implementing a service plan -- Assessing and evaluating satisfaction -- Using computer technology to conduct surveys -- Analyzing survey results -- The challenges to being successful. 650 0 $a Reference services (Libraries) $z United States $x Management. 650 0 $a Consumer satisfaction $z United States. 650 2 $a Library Services $x organization & administration $z United States. 650 2 $a Consumer Satisfaction. 650 6 $a BibliotheÌques $x Gestion. $z EÌtats-Unis $x Gestion. 650 6 $a Consommateurs $x Satisfaction $z EÌtats-Unis. 650 17 $a Gebruikersonderzoek. $2 gtt 650 17 $a Klantgerichtheid. $2 gtt 650 17 $a Tevredenheid. $2 gtt 650 17 $a Bibliotheken. $2 gtt 700 1 $a Whitman, John R. 941 $a 5 952 $l IAOX771 $d 20240710094156.0 952 $l PQAX094 $d 20231214044658.0 952 $l USUX851 $d 20160820084038.0 952 $l UNUX074 $d 20090701080000.0 952 $l OMAX631 $d 20090701080000.0 956 $a http://locator.silo.lib.ia.us/search.cgi?index_0=id&term_0=39E3932A2AFC11DEA26E6407A8D7520A 994 $a C0 $b SOFInitiate Another SILO Locator Search