MARC Record from marc_nuls

LEADER: 03477cam 2200469 i 4500
001 9925218407501661
005 20151112060336.7
008 150127s2015 ilua b 001 0 eng
010 $a 2014042718
020 $a9780838913086$q(paperback)
020 $a0838913083$q(paperback)
020 $z9780838913093$q(PDF)
020 $z0838913091$q(PDF)
020 $z9780838913109$q(ePub)
020 $z0838913105$q(ePub)
020 $z9780838913116$q(Kindle)
020 $z0838913113$q(Kindle)
035 $a99965644455
035 $a(OCoLC)902599179
035 $a(OCoLC)ocn902599179
040 $aDLC$beng$erda$cDLC$dIG#$dOCLCF$dIEH$dYDXCP$dCDX$dNUI$dIXA$dILC$dCOO$dOCLCO$dZWZ$dIQU$dDGU$dNDS
042 $apcc
043 $an-us---
050 00 $aZ711$b.H45 2015
082 00 $a025.5$223
100 1 $aHernon, Peter,$eauthor.
245 10 $aAssessing service quality :$bsatisfying the expectations of library customers /$cPeter Hernon, Ellen Altman, Robert E. Dugan.
250 $aThird edition.
264 1 $aChicago :$bALA Editions, an imprint of the American Library Association,$c2015.
300 $axiii, 218 pages :$billustrations ;$c28 cm
336 $atext$2rdacontent
337 $aunmediated$2rdamedia
338 $avolume$2rdacarrier
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 high-quality service -- What can go wrong with numbers? -- Different ways of listening to customers -- Managing the three Cs (comments, complaints, and compliments) -- Listening through surveys -- Listening through focus group interviews -- Customer-related metrics and requirements -- Satisfaction and service quality: Separate but intertwined -- Interpreting findings to improve customer service -- Embracing change-continuous improvement.
520 $aAcademic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. This extensively revised and updated edition explores further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a focus on real-world application, the authors challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services; explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined; identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction; encourage libraries to take action by presenting concrete steps they can take to become more customer-centric; and offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups. This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
650 0 $aPublic services (Libraries)$xEvaluation.
650 0 $aPublic services (Libraries)$zUnited States$xEvaluation.
700 1 $aAltman, Ellen,$eauthor.
700 1 $aDugan, Robert E.,$d1952-$eauthor.
947 $hCIRCSTACKS$r31786102943922
980 $a99965644455