MARC Record from Library of Congress

LEADER: 01789cam a22003614a 4500
001 2011002763
003 DLC
005 20111213115554.0
008 110128s2011 caua b 001 0 eng
010 $a 2011002763
020 $a9781598847994 (pbk. : acid-free paper)
020 $a1598847996 (pbk. : acid-free paper)
020 $a9781598848007 (ebook)
020 $a1598848003 (ebook)
035 $a(OCoLC)ocn701242220
040 $aDLC$cDLC$dYDX$dYDXCP$dDLC
042 $apcc
043 $an-us---
050 00 $aZ678.85$b.H475 2011
082 00 $a025.10973$222
100 1 $aHernon, Peter.
245 10 $aListening to the customer /$cPeter Hernon and Joseph R. Matthews.
260 $aSanta Barbara, Calif. :$bLibraries Unlimited,$cc2011.
300 $axiii, 201 p. :$bill. ;$c26 cm.
504 $aIncludes bibliographical references and index.
505 0 $aListening to and valuing customer comments -- Obtaining staff buy-in -- Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data -- Methodologies (unstructured and solicited approaches) and the presentation of data collected -- Methodologies (structured but not always solicited approaches) and analyzing study findings -- Methodologies (unstructured and unsolicited approaches) -- I was once lost but now ? -- Analyzing and using the customer's voice to improve service -- Communication -- Valuing library customers.
650 0 $aLibraries$zUnited States$xEvaluation.
650 0 $aPublic services (Libraries)$zUnited States$xEvaluation.
650 0 $aLibraries$xPublic relations$zUnited States.
650 0 $aLibraries$xUser satisfaction$zUnited States.
650 0 $aCustomer services$xEvaluation.
650 0 $aConsumer satisfaction$xEvaluation.
700 1 $aMatthews, Joseph R.