Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries - Softcover

Hernon, Peter

Softcover

ISBN 10: 083890789X ISBN 13: 9780838907894

Publisher: ALA Editions, 2000

Synopsis

Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service. Hernon and Whitman, in this new companion to the volume ""Assessing Service and Quality: Satisfying the Expectations of Library Customers"", outline a step-by-step process to identify needs, improve service quality, evaluate customer satisfaction and implement a service plan that keeps patrons in the library. In a discipline where both quantitative and qualitative measurements are required, this new book clearly explains how to measure service delivery. Packed with practical strategies geared toward customers, this book shows how to: define and refine what services to offer; clarify the unique mission of the library; identify appropriate service goals; analyze services from the modern customer's perspective; use computer technology to lower costs and speed up results; and build long-term loyalty to the library. Ready-to-use and tested in libraries nationwide, this customer satisfaction approach is designed specifically to help librarians meet the ever-changing information needs of the modern library customer.

About this title

About the Author

Peter Hernon is a professor in the Graduate School of Library and Information Science of Simmons College in Boston. He is the award-winning author of 37 books including Delivering Satisfaction and Service Quality and Assessing Service Quality, which received the Highsmith Library Literature Award in 1999. Hernon is editor-in-chief of the Journal of Academic Librarianship, coeditor of Library & Information Science Research, and founding editor of Government Information Quarterly. Robert E. Dugan is director of the Mildred F. Sawyer Library at Suffolk University in Boston. He has worked in libraries for more than 27 years serving as associate university librarian, state librarian, public library director, and reference librarian. Dugan is the author of more than 40 articles on information policy and the use of technology and has coauthored two books, including U.S. Government on the Web.

Edition details

• Publisher: ALA Editions
• Publication date: 2000
• Language: English
• ISBN 10: 083890789X
• ISBN 13: 9780838907894
• Binding: Paperback
• Number of pages: 160