MARC Record from Library of Congress

LEADER: 01560cam a2200289 a 4500
001 2009040332
003 DLC
005 20150128075811.0
008 091005s2010 ilua b 001 0 eng
010 $a 2009040332
020 $a9780838910214 (pbk. : alk. paper)
020 $a0838910211 (pbk. : alk. paper)
035 $a(OCoLC)ocn452290002
040 $aDLC$cDLC$dYDX$dYDXCP$dBWX$dUXS$dIXA$dDLC
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 + Ellen Altman.
250 $a2nd ed.
260 $aChicago :$bAmerican Library Association,$c2010.
300 $axi, 206 p. :$bill. ;$c28 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.