3 records matched your query       

Author:

Hernon, Peter.

Title:

Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman.

Publisher:

American Library Association,

Copyright Date:

2001

Description:

xiv, 181 p. : ill. ; 28 cm.

Subject:

Reference services (Libraries)--United States--Management.
Consumer satisfaction--United States.
Library Services--organization & administration--United States.
Consumer Satisfaction.
Bibliothèques--Gestion.--États-Unis--Gestion.
Consommateurs--Satisfaction--États-Unis.
Gebruikersonderzoek.
Klantgerichtheid.
Tevredenheid.
Bibliotheken.

Other Authors:

Whitman, John R.

Notes:

Includes bibliographical references (p. 171-175) and index.

Contents:

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.

ISBN:

9780838907894 (pbk. : alk. paper)
083890789X (pbk. : alk. paper)

LCCN:

00044811

Locations:

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

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

IAOX771 -- State Library of Iowa (Des Moines)

OMAX631 -- Geisler Learning Resource Cntr (Pella)

PQAX094 -- Wartburg College - Vogel Library (Waverly)