Assessing service quality: satisfying the expectations of library customers
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| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London
Facet publ.
2015
|
| Edition: | 3. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIII, 218 S. graph. Darst. |
| ISBN: | 9781783300594 1783300590 |
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MARC
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Record in the Search Index
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| adam_text | Titel: Assessing service quality
Autor: Hernon, Peter
Jahr: 2015
Contents
ONE UNDERSTANDING ENDS AND MEANS.......................................................................1
TWO A LOOK IN THE LIBRARY MIRROR.........................................................................13
THREE YOUR MISSION, SHOULD YOU CHOOSE TO ACCEPT IT.......................................21
FOUR MEASURING AND EVALUATING THE COMPONENTS OF HIGH-QUALITY SERVICE...........35
FIVE WHAT CAN GO WRONG WITH NUMBERS?...............................................................61
SIX DIFFERENT WAYS OF LISTENING TO CUSTOMERS...................................................67
SEVEN MANAGING THE THREE Cs (COMMENTS, COMPLAINTS, AND COMPLIMENTS)..............81
EIGHT LISTENING THROUGH SURVEYS......................................................................... 101
NINE LISTENING THROUGH FOCUS GROUP INTERVIEWS.................................................117
TEN CUSTOMER-RELATED METRICS AND REQUIREMENTS............................................127
ELEVEN SATISFACTION AND SERVICE QUALITY: SEPARATE BUT INTERTWINED.....................143
TWELVE INTERPRETING FINDINGS TO IMPROVE CUSTOMER SERVICE..................................167
THIRTEEN EMBRACING CHANGE-CONTINUOUS IMPROVEMENT.............................................187
About the Authors.....................207
V
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| any_adam_object | 1 |
| author | Hernon, Peter Altman, Ellen Dugan, Robert E. 1952- |
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| discipline | Allgemeines |
| edition | 3. ed. |
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| id | DE-604.BV042474929 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T01:22:49Z |
| institution | BVB |
| isbn | 9781783300594 1783300590 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-027910037 |
| oclc_num | 911587579 |
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| owner | DE-11 DE-525 DE-188 |
| owner_facet | DE-11 DE-525 DE-188 |
| physical | XIII, 218 S. graph. Darst. |
| publishDate | 2015 |
| publishDateSearch | 2015 |
| publishDateSort | 2015 |
| publisher | Facet publ. |
| record_format | marc |
| spelling | Hernon, Peter Verfasser aut Assessing service quality satisfying the expectations of library customers Peter Hernon ; Ellen Altman ; Robert E. Dugan 3. ed. London Facet publ. 2015 XIII, 218 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Bibliothek (DE-588)4006439-6 gnd rswk-swf Leistungsmessung (DE-588)4167290-2 gnd rswk-swf Benutzung (DE-588)4144483-8 gnd rswk-swf Bibliothek (DE-588)4006439-6 s Benutzung (DE-588)4144483-8 s Leistungsmessung (DE-588)4167290-2 s DE-604 Altman, Ellen Verfasser aut Dugan, Robert E. 1952- Verfasser (DE-588)173538754 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027910037&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hernon, Peter Altman, Ellen Dugan, Robert E. 1952- Assessing service quality satisfying the expectations of library customers 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 ; Ellen Altman ; Robert E. Dugan |
| title_fullStr | Assessing service quality satisfying the expectations of library customers Peter Hernon ; Ellen Altman ; Robert E. Dugan |
| title_full_unstemmed | Assessing service quality satisfying the expectations of library customers Peter Hernon ; Ellen Altman ; Robert E. Dugan |
| 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 | Bibliothek (DE-588)4006439-6 gnd Leistungsmessung (DE-588)4167290-2 gnd Benutzung (DE-588)4144483-8 gnd |
| topic_facet | Bibliothek Leistungsmessung Benutzung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027910037&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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