The Resource Assessing service quality : satisfying the expectations of library customers, Peter Hernon, Ellen Altman, Robert E. Dugan

Assessing service quality : satisfying the expectations of library customers, Peter Hernon, Ellen Altman, Robert E. Dugan

Label
Assessing service quality : satisfying the expectations of library customers
Title
Assessing service quality
Title remainder
satisfying the expectations of library customers
Statement of responsibility
Peter Hernon, Ellen Altman, Robert E. Dugan
Creator
Contributor
Author
Subject
Language
eng
Summary
Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. This extensively revised and updated edition explores further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a focus on real-world application, the authors challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services; explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined; identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction; encourage libraries to take action by presenting concrete steps they can take to become more customer-centric; and offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups. This book shows how to nurture an environment of continuous improvement through effective service quality assessment
Cataloging source
DLC
Dewey number
025.5
Illustrations
illustrations
Index
index present
LC call number
Z711
LC item number
.H45 2015
Literary form
non fiction
Nature of contents
bibliography
Assessing service quality : satisfying the expectations of library customers, Peter Hernon, Ellen Altman, Robert E. Dugan
Label
Assessing service quality : satisfying the expectations of library customers, Peter Hernon, Ellen Altman, Robert E. Dugan
Publication
Related Contributor
Related Location
Related Agents
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Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
Contents
Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it..." -- Measuring and evaluating the components of high-quality service -- What can go wrong with numbers? -- Different ways of listening to customers -- Managing the three Cs (comments, complaints, and compliments) -- Listening through surveys -- Listening through focus group interviews -- Customer-related metrics and requirements -- Satisfaction and service quality: Separate but intertwined -- Interpreting findings to improve customer service -- Embracing change-continuous improvement
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Dimensions
28 cm
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Edition
Third edition.
Extent
xiii, 218 pages
Isbn
9780838934890
Lccn
2014042718
Media category
unmediated
Media MARC source
rdamedia
Other physical details
illustrations
System control number
ocn902599179

Library Locations

    • Southeastern Libraries Cooperating (SELCO)Borrow it
      2600 19th St NW, Rochester, MN, 55901, US
      44.043131 -92.5006049

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