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Synopsis
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. Some of the topics explored are: compliment and complaint tracking systems, listening to customers through surveys and focus groups; and continuous service quality improvement. Numerous tracking forms and measurement tools can be adapted to specific library situations. Samples from academic and public libraries are included.
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About the Author
Peter Hernon is a professor at the Graduate School of Library Science, Simmons College.
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Assessing Service Quality: Satisfying the Expectations of Library Customers
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Assessing Service Quality : Satisfying the Expectations of Library Customers
Published by
American Library Association, 2000
ISBN 10: 0838934897
ISBN 13: 9780838934890
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Assessing Service Quality : Satisfying the Expectations of Library Customers
Published by
American Library Association, 2000
ISBN 10: 0838934897
ISBN 13: 9780838934890
Used
Softcover
First Edition
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Assessing Service Quality : Satisfying the Expectations of Library Customers
Published by
American Library Association, 2000
ISBN 10: 0838934897
ISBN 13: 9780838934890
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First Edition
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Assessing Service Quality: Satisfying the Expectations of Library Customers
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American Library Association, 1998
ISBN 10: 0838934897
ISBN 13: 9780838934890
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