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Bibliographic Details

Title: Assessing Service Quality: Satisfying the expectations of library customers: Satisfying the Expectations of Library Customers, Third Edition
Publisher: Facet Publishing 01/y /31 M
Publication Date: 2015
Language: English
ISBN 10: 1783300590
ISBN 13: 9781783300594
Binding: Paperback
Edition: 3rd Edition
Condition: Very Good

About this title

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 the Author

Peter Hernon, Ellen Altman, Robert Dugan

"About this title" may belong to another edition of this title.

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