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

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 infl...

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Bibliographic Details
Main Author: Hernon, Peter
Other Authors: Altman, Ellen, Dugan, Robert E., 1952-
Format: eBook
Language:English
Published: Chicago : ALA Editions, an imprint of the American Library Association, 2015.
Edition:Third edition.
Subjects:
Online Access:Click for online access

MARC

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100 1 |a Hernon, Peter. 
245 1 0 |a Assessing service quality :  |b satisfying the expectations of library customers /  |c Peter Hernon, Ellen Altman, Robert E. Dugan. 
250 |a Third edition. 
264 1 |a Chicago :  |b ALA Editions, an imprint of the American Library Association,  |c 2015. 
264 4 |c ©20 
300 |a 1 online resource (xiii, 218 pages) :  |b illustrations 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
504 |a Includes bibliographical references and index. 
505 0 |a 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. 
588 0 |a Print version record. 
520 |a 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. 
650 0 |a Public services (Libraries)  |x Evaluation. 
650 0 |a Public services (Libraries)  |z United States  |x Evaluation. 
650 7 |a LANGUAGE ARTS & DISCIPLINES  |x Library & Information Science  |x General.  |2 bisacsh 
650 7 |a Public services (Libraries)  |x Evaluation  |2 fast 
651 7 |a United States  |2 fast  |1 https://id.oclc.org/worldcat/entity/E39PBJtxgQXMWqmjMjjwXRHgrq 
650 7 |a Bibliothèques  |x Services aux publics  |x Évaluation.  |2 ram 
650 7 |a Bibliothèques  |x Services aux publics  |z États-Unis  |x Évaluation.  |2 ram 
650 7 |a Publik service på bibliotek.  |2 sao 
650 7 |a Utvärderingsmetodik.  |2 sao 
700 1 |a Altman, Ellen. 
700 1 |a Dugan, Robert E.,  |d 1952-  |1 https://id.oclc.org/worldcat/entity/E39PCjxg3Hr7vFrRcCKmjv7tBq 
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