Assessing service quality
Subtitle: satisfying the expectations of library customers
By: Peter Hernon and Ellen Altman.
Contributors: Altman, Ellen.
Publisher: American Library Association
Published: 1998
Place of publication: Chicago
Language: eng
Number of pages: 243
Subjects: Public services (Libraries) -- Evaluation.; Public services (Libraries) -- United States -- Evaluation.
Description: "Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries." "The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify strengths and weaknesses to narrow the gap between business-as-usual service delivery and customer expectations."--Jacket.
Notes: Includes bibliographical references (p. 231-237) and index.