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Synopsis
Because of technology, the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways, including: Distance education, Use of library Web sites, Partnerships and consortia for electronic collections, Ways to effectively embrace change for continuous improvement, Senior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality--from mystery shoppers and benchmarking to surveys and group interviews.
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Assessing Service Quality: Satisfying the Expectations of Library Customers
Seller: Anybook.com, Lincoln, United Kingdom
Seller rating 5 out of 5 stars
Condition: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,600grams, ISBN:9780838910214. Seller Inventory # 8445443
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Assessing Service Quality : Satisfying the Expectations of Library Customers
Published by
American Library Association, 2010
ISBN 10: 0838910211
ISBN 13: 9780838910214
Used
Softcover
Seller: Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
Condition: Very Good. Former library book; may include library markings. Used book that is in excellent condition. May show signs of wear or have minor defects. Seller Inventory # 1045950-6
Quantity: 1 available
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Assessing Service Quality : Satisfying the Expectations of Library Customers
Published by
American Library Association, 2010
ISBN 10: 0838910211
ISBN 13: 9780838910214
Used
Softcover
Seller: Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
Condition: Good. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. Seller Inventory # 4340251-75
Quantity: 2 available
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Assessing Service Quality: Satisfying the Expectations of Library Customers
Seller: Wonder Book, Frederick, MD, U.S.A.
Seller rating 5 out of 5 stars
Condition: Good. Good condition. 2nd edition. A copy that has been read but remains intact. May contain markings such as bookplates, stamps, limited notes and highlighting, or a few light stains. Seller Inventory # Q11D-00239
Quantity: 1 available
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Assessing Service Quality: Satisfying the Expectations of Library Customers
Seller: The Book Spot, Sioux Falls, MN, U.S.A.
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Paperback. Condition: New. Seller Inventory # Abebooks201033
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