Assessing service quality : satisfying the expectations of library customers

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:
Public services (Libraries) > Evaluation.
Public services (Libraries) > United States > Evaluation.
LANGUAGE ARTS & DISCIPLINES > Library & Information Science > General.
Public services (Libraries) > Evaluation
Bibliothèques > Services aux publics > Évaluation.
Bibliothèques > Services aux publics > États-Unis > Évaluation.
Publik service på bibliotek.
Utvärderingsmetodik.
United States
Online Access:Click for online access
Table of 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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