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Assessing Service Quality Satisfying The Expectations Of Library Customers 2nd Ed Hernon

  • SKU: BELL-239808656
Assessing Service Quality Satisfying The Expectations Of Library Customers 2nd Ed Hernon
$ 35.00 $ 45.00 (-22%)

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Assessing Service Quality Satisfying The Expectations Of Library Customers 2nd Ed Hernon instant download after payment.

Publisher: Chicago : American Library Association
File Extension: PDF
File size: 16.13 MB
Author: Hernon, Peter, Altman, Ellen
Language: English
Year: 2010
Edition: 2nd ed.

Product desciption

Assessing Service Quality Satisfying The Expectations Of Library Customers 2nd Ed Hernon by Hernon, Peter, Altman, Ellen instant download after payment.

p. cm, Includes bibliographical references and index, Understanding ends and means -- A look in the library mirror -- \"Your mission, should you choose to accept it ...\" -- Measuring and evaluating the components of service quality -- What can go wrong with numbers -- Managing the three C's (comments, complaints, and compliments) -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change/continuous improvement