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00000cam a2200000 7i4500 |
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0000072396 |
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20111204093000.0 |
| 008 |
110504s2010 |
| 020 |
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|a 9780838910214
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| 050 |
0 |
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|a Z711
|b .H45 2010
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| 090 |
0 |
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|a Z711
|b .H45 2010
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| 100 |
1 |
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|a Hernon, Peter ,
|e author
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| 245 |
1 |
0 |
|a Assessing service quality :
|b satisfying the expectations of library customers
|c Peter Hernon + Ellen Altman
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| 250 |
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|a 2nd ed
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| 260 |
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|a Chicago :
|b American Library Association ,
|c 2010
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| 300 |
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|a xi, 206 p. :
|b ill. ;
|c 28 cm.
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| 504 |
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|a Includes bibliographical references and index
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| 505 |
0 |
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|a 1. Understanding ends and means -- 2. A look in the library mirror -- 3. "Your mission, should you choose to accept it" -- 4. Measuring and evaluating the components of service quality -- 5. What can go wrong with numbers? -- 6. Managing the three C?s (comments, complaints, and compliments) -- 7. Listening to customers through surveys -- 8. Listening to customers through focus group interviews -- 9. Customer-related indicators and requirements -- 10. Satisfaction and service quality : separate but intertwined -- 11. Interpreting findings to improve customer service -- 12. Embracing change-continuous improvement
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| 650 |
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0 |
|a Public services (Libraries)
|x Evaluation
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| 650 |
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0 |
|a Public services (Libraries)
|z United States
|x Evaluation
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| 700 |
1 |
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|a Altman, Ellen ,
|e author
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| 999 |
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|a 1000139962
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
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