Delivering satisfaction and service quality: a customer-based approach for libraries
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Chicago [u.a.]
American Library Assoc.
2001
|
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIV, 181 S. graph. Darst. |
| ISBN: | 083890789X |
Internformat
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| 245 | 1 | 0 | |a Delivering satisfaction and service quality |b a customer-based approach for libraries |c Peter Hernon and John R. Whitman |
| 264 | 1 | |a Chicago [u.a.] |b American Library Assoc. |c 2001 | |
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| 700 | 1 | |a Whitman, John R. |e Verfasser |4 aut | |
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Datensatz im Suchindex
| _version_ | 1804142323007750144 |
|---|---|
| adam_text | if*
¦gF Contents
Figures vi
Tables vii
Preface ix
Acknowledgments xiii
1 Understanding Customer Service 1
Service to Customers 2
Technology as an Enhancement of Customer Service 4
Core Values, Customers, and Staff 5
Change 5
Best Practices 7
Competition 8
Web Sources on Customer Service 10
2 Understanding Service Quality 14
What Is Service Quality? 15
Shirting Expectations 22
Data Collection 23
Commitment to World-Class Service Quality 24
Library Centrality 26
Iff
3 Understanding Customer Satisfaction 31
What Is Satisfaction? 32
Shifting to a Satisfaction Relationship 36
Satisfaction and Segmenting 38
Staff Are Key 39
4 The Framework for Improving Service Quality and Customer
Satisfaction over Time 43
Planning 44
Vision Statements 44
Mission Statements 45
Standards 48
Service Plans 49
Goals and Objectives 50
Evaluation Questions and Measures 50
Customer Perspective 57
The Planning Process: Examples 58
Appendixes
A Goals and Objectives, Sawyer Library, Suffolk
University 67
B Public Library Mission Statements 69
C Wright State University s Commitment to
Excellence 72
5 Developing and Implementing a Service Plan 74
The Service Plan 74
Steps of the Service Plan 77
Marketing through Survey Reports 87
0 Assessing and Evaluating Satisfaction 93
Assessment and Evaluation 94
Assessment: Conducting Surveys 95
Evaluation: Comparing Results with Goals 98
Response: Taking Action to Improve Outcomes 99
Sample Data-Collection Instruments 99
IV Contents
7 Using Computer Technology to Conduct Surveys 117
Survey Software 118
Web Surveys 121
E-Mail Surveys 124
8 Analyzing Survey Results 127
Measurement Scales 128
Point Scales Used for Surveys 129
Level of Significance 132
Errors of Measurement and Classification 133
The Descriptive Presentation of Data 133
The Chi-Square Test of Independence 138
Other Statistical Applications 141
Library Customer Survey Analysis 142
Additional Variables to Add to a Survey 142
Progress toward Meeting Objectives and Customer
Measures 144
Satisfaction Survey Analysis 144
Appendix
Illustrative Measures of Central Tendency 156
9 The Challenges to Being Successful 157
Service Quality and Satisfaction 158
Some Trends Likely to Change Expectations 159
Getting Started with Service Quality and Satisfaction 164
Educational Rankings 165
Achieving Service Quality and Satisfaction 166
Bibliography 111
Index 177
Contents V
fci Figures
1.1 Customer Management 3
1.2 The Change Equation 7
1.3 From Service Quality and Satisfaction to Customer Delight
(in an Organization Viewing Its Services from the Customer s
Perspective) 9
1.4 Common Customer-Service Complaints 10
2.1 Library Customer Survey 18
2.2 Model for Improving Service Quality 25
2.3 Academic Library Centrality 27
3.1 The Expectations Kernel 33
3.2 The Transaction Relationship 36
3.3 The Satisfaction Relationship 37
3.4 The Employee-Satisfaction Nexus 40
4.1 The Planning Process 44
4.2 Examples of Performance Indicators 53
5.1 The Wheel of Influence 78
5.2 Sample If Only the Customer Knew List 82
6.1 The Evaluation Wheel 94
6.2 Public Library Customer Satisfaction Questionnaire 101
6.3 Academic Library Customer Satisfaction Questionnaire 103
6.4 Staff Satisfaction Questionnaire 109
6.5 Service Improvement Report 112
6.6 Workshop Evaluation Questionnaire 113
8.1 Examples of Charted Responses to Safety at the Library
Question 139
8.2 Sample Cross Tabulation of Primary Use of the Library with
Frequency of Visits 140
vi
¦ip Tables
8.1 Gap Analysis 141
8.2 Data List 145
8.3 Key Descriptive Statistics 147
8.4 Frequency of Overall Satisfaction Scores 148
8.5 Frequency of Expectations Scores 149
8.6 Frequency of Adult Books Scores 149
8.7 Cross Tabulation of Primary Use of the Facility with Overall
Satisfaction 151
vii
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| illustrated | Illustrated |
| indexdate | 2024-07-09T22:29:56Z |
| institution | BVB |
| isbn | 083890789X |
| language | English |
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| spelling | Hernon, Peter Verfasser aut Delivering satisfaction and service quality a customer-based approach for libraries Peter Hernon and John R. Whitman Chicago [u.a.] American Library Assoc. 2001 XIV, 181 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Whitman, John R. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=019898519&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hernon, Peter Whitman, John R. Delivering satisfaction and service quality a customer-based approach for libraries |
| title | Delivering satisfaction and service quality a customer-based approach for libraries |
| title_auth | Delivering satisfaction and service quality a customer-based approach for libraries |
| title_exact_search | Delivering satisfaction and service quality a customer-based approach for libraries |
| title_full | Delivering satisfaction and service quality a customer-based approach for libraries Peter Hernon and John R. Whitman |
| title_fullStr | Delivering satisfaction and service quality a customer-based approach for libraries Peter Hernon and John R. Whitman |
| title_full_unstemmed | Delivering satisfaction and service quality a customer-based approach for libraries Peter Hernon and John R. Whitman |
| title_short | Delivering satisfaction and service quality |
| title_sort | delivering satisfaction and service quality a customer based approach for libraries |
| title_sub | a customer-based approach for libraries |
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