Cover image for Assessing service quality : satisfying the expectations of library customers
Assessing service quality : satisfying the expectations of library customers
Hernon, Peter.
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Publication Information:
Chicago : American Library Association, 1998.
Physical Description:
xvii, 243 pages : illustrations ; 28 cm
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Z711 .H45 1998 Adult Non-Fiction Central Closed Stacks-Oversize

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This is a practical guide to measure library services, which puts customers at the centre of the evaluation process. It provides measurement strategies and data collection methods to measure service quality in academic and public libraries.

Reviews 2

Booklist Review

Hernon and Altman intend to approach assessment of library service anew, beginning from certain "touchstones critical to the well-being of libraries: customers, satisfaction, loyalty, and reputation." They argue that measuring satisfaction has received much emphasis, but measuring the quality of service provided library customers has not (they believe customer most accurately reflects the library service relationship). Customers should be the primary source of information about the quality of services, because they are the library's reason for being, not merely captive service-receivers. Hernon and Altman cover using surveys and focus groups to collect information about a service and interpreting findings, and the "separate but intertwined" matters of satisfaction and service quality. They include numerous model forms that any library can adapt to measure quality of service.

Library Journal Review

As libraries continue to transform owing to technological advances, declining resources, and changes in the ways people access information, it is essential that library managers and administrators implement better ways of measuring and improving customer service. Coauthors Hernon and Ellen Altman, who collaborated on the second edition of this work, are joined by Robert E. Dugan (Managing with Data). Here they examine the latest trends in librarianship and in providing fresh ways of obtaining and evaluating service quality, arguing that the old means of assessment (inputs, outputs, and outcomes) no longer apply, and recommend an approach that strongly emphasizes listening to customers through methods such as surveys, focus groups, and social networking. Furthermore, they provide ways in which to interpret the findings to improve customer service. The text is supplemented with numerous charts, graphs, and sample surveys. Librarians are encouraged to choose among the procedures and examples that best address their specific needs. Since customers are the reason libraries exist, a strong customer service strategy linked to the library's mission statement and vision is a must for any library. This book will help libraries to achieve that purpose. VERDICT Recommended for library managers, administrators, and MLIS students. A valuable addition to the professional collection of an academic or public library.-Dave Pugl, Ela Area P.L., Lake Zurich, IL © Copyright 2015. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.