Hernon, Peter. <br/><br/>
Assessing Service Quality :  Satisfying the Expectations of Library Customers, Third Edition. 

 - 3rd ed. 
 - 1 online resource (233 pages) 
<br/><br/>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. 
<br/><br/> 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. 
<br/><br/><label>ISBN: </label>9780838913093 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries) -- Evaluation.<br/>Public services (Libraries) -- United States -- Evaluation.
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Electronic books.
<br/><br/><label>LC Class. No.: </label>Z711.H45 2015 
<br/><br/><label>Dewey Class. No.: </label>025.5