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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.
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About the Author
Peter Hernon, Ellen Altman, Robert Dugan
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Assessing Service Quality: Satisfying the expectations of library customers: Satisfying the Expectations of Library Customers, Third Edition
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Assessing Service Quality: Satisfying the expectations of library customers: Satisfying the Expectations of Library Customers, Third Edition
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Paperback. Condition: Very Good. Assessing Service Quality: Satisfying the expectations of library customers: Satisfying the Expectations of Library Customers, Third Edition This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. . Seller Inventory # 7719-9781783300594
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Assessing Service Quality: Satisfying the expectations of library customers: Satisfying the Expectations of Library Customers, Third Edition
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Facet Publishing 01/y /31 M, 2015
ISBN 10: 1783300590
ISBN 13: 9781783300594
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Assessing Service Quality: Satisfying the Expectations of Library Customers (Third Edition)
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Condition: Fair. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. Book contains pencil markings. In fair condition, suitable as a study copy. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,750grams, ISBN:9781783300594. Seller Inventory # 7075425
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Assessing Service Quality: Satisfying the Expectations of Library Customers
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