Assessing Service Quality: Satisfying the expectations of library customers - Softcover

Hernon, Peter; Altman, Ellen; Dugan, Robert

Softcover

ISBN 10: 1783300590 ISBN 13: 9781783300594

Publisher: Facet Publishing, 2015

Synopsis

Technological progress has meant that 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.

Readership: 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.

About this title

About the Author

Peter Hernon, Ellen Altman, Robert Dugan

Edition details

• Publisher: Facet Publishing
• Publication date: 2015
• Language: English
• ISBN 10: 1783300590
• ISBN 13: 9781783300594
• Binding: Paperback
• Edition number: 3
• Number of pages: 232