| Record ID | ia:assessingservice0000hern_w4r8 |
| Source | Internet Archive |
| Download MARC XML | https://archive.org/download/assessingservice0000hern_w4r8/assessingservice0000hern_w4r8_marc.xml |
| Download MARC binary | https://www.archive.org/download/assessingservice0000hern_w4r8/assessingservice0000hern_w4r8_meta.mrc |
LEADER: 01442nam a22002778a 4500
001 2009040332
003 DLC
005 20091005171735.0
008 091005s2010 ilu b 001 0 eng
010 $a 2009040332
020 $a9780838910214 (alk. paper)
040 $aDLC$cDLC
043 $an-us---
050 00 $aZ711$b.H45 2010
082 00 $a025.5$222
100 1 $aHernon, Peter.
245 10 $aAssessing service quality :$bsatisfying the expectations of library customers /$cPeter Hernon and Ellen Altman.
250 $a2nd ed.
260 $aChicago :$bAmerican Library Association,$c2010.
263 $a1001
300 $ap. cm.
504 $aIncludes bibliographical references and index.
505 0 $aUnderstanding 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.
650 0 $aPublic services (Libraries)$xEvaluation.
650 0 $aPublic services (Libraries)$zUnited States$xEvaluation.
700 1 $aAltman, Ellen.