Assessing service quality
Subtitle: satisfying the expectations of library customers
By: Peter Hernon and Ellen Altman.
Contributors: Altman, Ellen.
Edition: 2nd ed.
Publisher: American Library Association
Published: 2010
Place of publication: Chicago
Language: eng
Number of pages: 206
ISBN-13: 9780838910214
Subjects: Public services (Libraries) -- Evaluation; Public services (Libraries) -- United States -- Evaluation
Description: If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, and challenge librarians to think about customer service in new ways. --from publisher description.
Notes: Includes bibliographical references and index.
Table of contents: title: Understanding ends and means; title: A look in the library mirror; title: "Your mission, should you choose to accept it ..."; title: Measuring and evaluating the components of service quality; title: What can go wrong with numbers; title: Managing the three C's (comments, complaints, and compliments); title: Listening to customers through surveys; title: Listening to customers through focus group interviews; title: Customer-related indicators and requirements; title: Satisfaction and service quality : separate but intertwined; title: Interpreting findings to improve customer service; title: Embracing change/continuous improvement.