Assessing Service Quality : Satisfying the Expectations of Library Customers

Hernon, Peter, Altman, Ellen

ISBN 10: 0838934897 ISBN 13: 9780838934890

Editorial: American Library Association, 2000

Idioma: Ingl�s

Condici�n: Usado - Aceptable Encuadernaci�n de tapa blanda

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Descripci�n

Used book that is in clean, average condition without any missing pages.

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Detalles bibliogr�ficos

T�tulo

Assessing Service Quality : Satisfying the Expectations of Library Customers

Editor

American Library Association

Fecha de publicaci�n

2000

Idioma

Ingl�s

ISBN 10

0838934897

ISBN 13

9780838934890

Encuadernaci�n

Encuadernaci�n de tapa blanda

Edici�n

1st Edition.

Estado

Good

Cat�logos de vendedores

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Sinopsis

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.

Acerca del autor

Peter Hernon is a professor at the Graduate School of Library Science, Simmons College.

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Descripci�n de la librer�a

Better World Books (https://www.BetterWorldBooks.com) is a for-profit, socially conscious business and a global online bookseller that collects and sells new and used books online, matching each purchase with a book donation. Each sale generates funds for literacy and education initiatives in the U.S., the UK, and around the world. Since its launch in 2003, Better World Books has raised $33 million for libraries and literacy, donated over 32 million books, and reused or recycled more than 397 million books.

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55740 Currant Road, Mishawaka, IN, 46545, U.S.A.

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