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Assessing Service Quality : Satisfying the Expectations of Library Customers, Third Edition.

By: Contributor(s): Material type: TextTextPublisher: Chicago : American Library Association, 2015Copyright date: ©2015Edition: 3rd edDescription: 1 online resource (233 pages)Content type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9780838913093
Subject(s): Genre/Form: Additional physical formats: Print version:: Assessing Service QualityDDC classification:
  • 025.5
LOC classification:
  • Z711.H45 2015
Online resources:
Contents:
Assessing Service Quality: Satisfying the Expectations of Library Customers -- Contents -- List of Figures -- Preface -- Chapter 1. Understanding Ends and Means -- Chapter 2. A Look in the Library Mirror -- Chapter 3. "Your Mission, Should You Choose to Accept It . . ." -- Chapter 4. Measuring and Evaluating the Components of High-Quality Service -- Chapter 5. What Can Go Wrong with Numbers? -- Chapter 6. Different Ways of Listening to Customers -- Chapter 7. Managing the Three Cs (Comments, Complaints, and Compliments) -- Chapter 8. Listening through Surveys -- Chapter 9. Listening through Focus Group Interviews -- Chapter 10. Customer-Related Metrics and Requirements -- Chapter 11. Satisfaction and Service Quality: Separate but Intertwined -- Chapter 12. Interpreting Findings to Improve Customer Service -- Chapter 13. Embracing Change-Continuous Improvement -- About the Authors -- Index.
Summary: This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.
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Assessing Service Quality: Satisfying the Expectations of Library Customers -- Contents -- List of Figures -- Preface -- Chapter 1. Understanding Ends and Means -- Chapter 2. A Look in the Library Mirror -- Chapter 3. "Your Mission, Should You Choose to Accept It . . ." -- Chapter 4. Measuring and Evaluating the Components of High-Quality Service -- Chapter 5. What Can Go Wrong with Numbers? -- Chapter 6. Different Ways of Listening to Customers -- Chapter 7. Managing the Three Cs (Comments, Complaints, and Compliments) -- Chapter 8. Listening through Surveys -- Chapter 9. Listening through Focus Group Interviews -- Chapter 10. Customer-Related Metrics and Requirements -- Chapter 11. Satisfaction and Service Quality: Separate but Intertwined -- Chapter 12. Interpreting Findings to Improve Customer Service -- Chapter 13. Embracing Change-Continuous Improvement -- About the Authors -- Index.

This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

Description based on publisher supplied metadata and other sources.

Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.

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