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Synopsis
A thorough explanation of how a voice-of-the-customer program for libraries can give customers the opportunity to make their opinions known, enabling libraries to develop services that meet or exceed their patrons' changing expectations. * Ten sidebars highlight specific libraries and what they are doing * Numerous illustrative figures clarify key points * An extensive bibliography compiles works related to customer service and implementing a voice-of-the-customer program
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About the Author
Peter Hernon is professor of library and information science at Simmons College, Boston, MA. Joseph R. Matthews is a consultant who has assisted numerous academic, public, and special libraries in a wide variety of projects.
"About this title" may belong to another edition of this title.
- PublisherLibraries Unlimited
- Publication date2011
- ISBN 10 1598847996
- ISBN 13 9781598847994
- BindingPaperback
- Number of pages216
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