Cover image for Assessing service quality : satisfying the expectations of library customers
Title:
Assessing service quality : satisfying the expectations of library customers
Author:
Hernon, Peter.
Personal Author:
Edition:
Third edition.
Publication Information:
Chicago : ALA Editions, an imprint of the American Library Association, 2015.
Physical Description:
xiii, 218 pages : illustrations ; 28 cm
Summary:
In this third edition, the authors again offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals. They challenge librarians to consider both internal and external customers, and to think about customer service in new ways.
Language:
English
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.
ISBN:
9780838913086
Format :
Book