Assessing service quality: satisfying the expectations of library customers
Understanding 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 complimen...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Chicago
American Libr. Assoc.
2010
|
| Ausgabe: | 2nd ed |
| Schlagworte: | |
| Zusammenfassung: | Understanding 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 |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XI, 206 S. |
| ISBN: | 9780838910214 |
Internformat
MARC
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| 008 | 101112s2010 |||| 00||| eng d | ||
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| 020 | |a 9780838910214 |c alk. paper |9 978-0-8389-1021-4 | ||
| 035 | |a (OCoLC)700286576 | ||
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| 040 | |a DE-604 |b ger | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-525 | ||
| 082 | 0 | |a 025.5 | |
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| 100 | 1 | |a Hernon, Peter |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Assessing service quality |b satisfying the expectations of library customers |c Peter Hernon and Ellen Altman |
| 250 | |a 2nd ed | ||
| 264 | 1 | |a Chicago |b American Libr. Assoc. |c 2010 | |
| 300 | |a XI, 206 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 520 | |a Understanding 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 | 4 | |a Public services (Libraries) / Evaluation | |
| 650 | 4 | |a Public services (Libraries) / Evaluation / United States | |
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| 689 | 0 | 0 | |a Bibliothek |0 (DE-588)4006439-6 |D s |
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| 700 | 1 | |a Altman, Ellen |e Sonstige |4 oth | |
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Datensatz im Suchindex
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| author | Hernon, Peter |
| author_facet | Hernon, Peter |
| author_role | aut |
| author_sort | Hernon, Peter |
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| building | Verbundindex |
| bvnumber | BV036773223 |
| classification_rvk | AN 77500 |
| ctrlnum | (OCoLC)700286576 (DE-599)BSZ332181014 |
| dewey-full | 025.5 |
| dewey-hundreds | 000 - Computer science, information, general works |
| dewey-ones | 025 - Operations of libraries and archives |
| dewey-raw | 025.5 |
| dewey-search | 025.5 |
| dewey-sort | 225.5 |
| dewey-tens | 020 - Library and information sciences |
| discipline | Allgemeines |
| edition | 2nd ed |
| format | Book |
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| geographic_facet | USA |
| id | DE-604.BV036773223 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T22:47:46Z |
| institution | BVB |
| isbn | 9780838910214 |
| language | English |
| lccn | 2009040332 |
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| physical | XI, 206 S. |
| publishDate | 2010 |
| publishDateSearch | 2010 |
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| publisher | American Libr. Assoc. |
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| spelling | Hernon, Peter Verfasser aut Assessing service quality satisfying the expectations of library customers Peter Hernon and Ellen Altman 2nd ed Chicago American Libr. Assoc. 2010 XI, 206 S. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Understanding 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 Public services (Libraries) / Evaluation Public services (Libraries) / Evaluation / United States Bibliothek (DE-588)4006439-6 gnd rswk-swf Leistungsmessung (DE-588)4167290-2 gnd rswk-swf Benutzung (DE-588)4144483-8 gnd rswk-swf USA Bibliothek (DE-588)4006439-6 s Benutzung (DE-588)4144483-8 s Leistungsmessung (DE-588)4167290-2 s DE-604 Altman, Ellen Sonstige oth |
| spellingShingle | Hernon, Peter Assessing service quality satisfying the expectations of library customers Public services (Libraries) / Evaluation Public services (Libraries) / Evaluation / United States Bibliothek (DE-588)4006439-6 gnd Leistungsmessung (DE-588)4167290-2 gnd Benutzung (DE-588)4144483-8 gnd |
| subject_GND | (DE-588)4006439-6 (DE-588)4167290-2 (DE-588)4144483-8 |
| title | Assessing service quality satisfying the expectations of library customers |
| title_auth | Assessing service quality satisfying the expectations of library customers |
| title_exact_search | Assessing service quality satisfying the expectations of library customers |
| title_full | Assessing service quality satisfying the expectations of library customers Peter Hernon and Ellen Altman |
| title_fullStr | Assessing service quality satisfying the expectations of library customers Peter Hernon and Ellen Altman |
| title_full_unstemmed | Assessing service quality satisfying the expectations of library customers Peter Hernon and Ellen Altman |
| title_short | Assessing service quality |
| title_sort | assessing service quality satisfying the expectations of library customers |
| title_sub | satisfying the expectations of library customers |
| topic | Public services (Libraries) / Evaluation Public services (Libraries) / Evaluation / United States Bibliothek (DE-588)4006439-6 gnd Leistungsmessung (DE-588)4167290-2 gnd Benutzung (DE-588)4144483-8 gnd |
| topic_facet | Public services (Libraries) / Evaluation Public services (Libraries) / Evaluation / United States Bibliothek Leistungsmessung Benutzung USA |
| work_keys_str_mv | AT hernonpeter assessingservicequalitysatisfyingtheexpectationsoflibrarycustomers AT altmanellen assessingservicequalitysatisfyingtheexpectationsoflibrarycustomers |