Title: Delivering satisfaction and service quality : a customer-based approach for libraries /
Authors: Hernon, Peter.; Whitman, John R.
Publisher: American Library Association,
Year: 2001
Subjects: Library Services organization & administration; Reference services (Libraries) United States Management.; Consumer satisfaction United States.; Consumer Behavior; United States
Abstract: "Step-by-step, Delivering Satisfaction and Service Quality will show you how to implement a unique and effective customer service plan that ensures the satisfaction and loyalty of your customers. Written by two experts, this resource will help you to understand the expectations of your customers; devise a customized plan that directly relates to customer needs; and use technology to achieve your goals, analyze your data, and present your results." "In a time when information needs are changing every day, Delivering Satisfaction and Service Quality offers practical and proven strategies for building long-term loyalty to the library."--Jacket.
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.