MARC record from Internet Archive

LEADER: 04526cam a2200805 a 4500
001 ocm39334682
003 OCoLC
005 20191109071412.9
008 980616s1998 ilua b 001 0 eng
010 $a 98008815
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015 $aGB9902432$2bnb
016 7 $aBA40341656$2JP-ToKJK
016 7 $a009538730$2Uk
019 $a44014832
020 $a0838934897$q(alk. paper)
020 $a9780838934890$q(alk. paper)
029 1 $aAU@$b000013966174
029 1 $aAU@$b000021501520
029 1 $aAU@$b000022685463
029 1 $aAU@$b000060997220
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029 1 $aNZ1$b4223196
029 1 $aUKMGB$b009538730
029 1 $aYDXCP$b1456248
035 $a(OCoLC)39334682$z(OCoLC)44014832
043 $an-us---
050 00 $aZ711$b.H45 1998
055 4 $aZ711$bH47
060 00 $aZ678.85$bH588a 1998
082 00 $a025.5$221
084 $a025.5$223
084 $a06.60$2bcl
049 $aMAIN
100 1 $aHernon, Peter.
245 10 $aAssessing service quality :$bsatisfying the expectations of library customers /$cPeter Hernon and Ellen Altman.
260 $aChicago :$bAmerican Library Association,$c1998.
300 $axvii, 243 pages :$billustrations ;$c28 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references (pages 231-237) and index.
505 0 $aUnderstanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it ..." -- Measuring and assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- 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.
520 1 $a"Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries." "The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify strengths and weaknesses to narrow the gap between business-as-usual service delivery and customer expectations."--Jacket.
590 $bInternet Archive - 2
590 $bInternet Archive 2
650 0 $aPublic services (Libraries)$xEvaluation.
650 0 $aPublic services (Libraries)$zUnited States$xEvaluation.
650 6 $aBibliothèques$xServices aux utilisateurs$xÉvaluation.
650 6 $aBibliothèques$xServices aux utilisateurs$zÉtats-Unis$xÉvaluation.
650 7 $aPublic services (Libraries)$xEvaluation.$2fast$0(OCoLC)fst01083043
651 7 $aUnited States.$2fast$0(OCoLC)fst01204155
650 17 $aBibliotheekpersoneel.$2gtt
650 17 $aDienstverlening.$2gtt
650 17 $aKwaliteit.$2gtt
650 2 $aLibrary Services.
650 2 $aConsumer Behavior.
650 2 $aQuality Control.
650 2 $aLibrary Surveys.
653 $aLibraries and readers -- Evaluation
653 $aLibraries and readers -- United States -- Evaluation
700 1 $aAltman, Ellen.
776 08 $iOnline version:$aHernon, Peter.$tAssessing service quality.$dChicago : American Library Association, 1998$w(OCoLC)606537082
776 08 $iOnline version:$aHernon, Peter.$tAssessing service quality.$dChicago : American Library Association, 1998$w(OCoLC)608158659
938 $aBaker & Taylor$bBKTY$c40.00$d40.00$i0838934897$n0003125795$sactive
938 $aBaker and Taylor$bBTCP$n98008815
938 $aChildren's Plus, Inc.$bCHIL$n1989475
938 $aYBP Library Services$bYANK$n1456248
994 $a92$bERR
976 $a31927000840345