Assessing service quality : satisfying the expectations of library customers /
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| Other Authors: | |
| Format: | Book |
| Language: | English |
| Published: |
Chicago :
American Library Association,
2010.
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| Edition: | 2nd ed. |
| Subjects: |
Table of Contents:
- 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.