Assessing service quality : satisfying the expectations of library customers
| Main Authors: | , |
|---|---|
| Format: | Book |
| Published: |
Chicago :
American Library Association ,
2010
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| Edition: | 2nd ed |
| Subjects: |
Table of Contents:
- 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