Assessing service quality :: satisfying the expectations of library customers /
Academic 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 infl...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Weitere Verfasser: | , |
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Chicago :
ALA Editions, an imprint of the American Library Association,
2015.
|
| Ausgabe: | Third edition. |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | Academic 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. |
| Beschreibung: | 1 online resource (xiii, 218 pages) : illustrations |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9780838913086 0838913083 9780838913109 0838913105 0838913091 9780838913093 |
Internformat
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| 250 | |a Third edition. | ||
| 264 | 1 | |a Chicago : |b ALA Editions, an imprint of the American Library Association, |c 2015. | |
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| 505 | 0 | |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 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. | |
| 588 | 0 | |a Print version record. | |
| 520 | |a Academic 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. | ||
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Datensatz im Suchindex
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| _version_ | 1816882315456937985 |
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| author | Hernon, Peter |
| author2 | Altman, Ellen Dugan, Robert E., 1952- |
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| author_facet | Hernon, Peter Altman, Ellen Dugan, Robert E., 1952- |
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| contents | Understanding 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. |
| ctrlnum | (OCoLC)911128599 |
| 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 | Third edition. |
| format | Electronic eBook |
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| illustrated | Illustrated |
| indexdate | 2024-11-27T13:26:39Z |
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| language | English |
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| publisher | ALA Editions, an imprint of the American Library Association, |
| record_format | marc |
| spelling | Hernon, Peter. Assessing service quality : satisfying the expectations of library customers / Peter Hernon, Ellen Altman, Robert E. Dugan. Third edition. Chicago : ALA Editions, an imprint of the American Library Association, 2015. ©20 1 online resource (xiii, 218 pages) : illustrations text txt rdacontent computer c rdamedia online resource cr 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 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. Print version record. Academic 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. Public services (Libraries) Evaluation. Public services (Libraries) United States Evaluation. Bibliothèques Services aux usagers Évaluation. Bibliothèques Services aux usagers États-Unis Évaluation. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Public services (Libraries) Evaluation fast United States fast https://id.oclc.org/worldcat/entity/E39PBJtxgQXMWqmjMjjwXRHgrq Bibliothèques Services aux publics Évaluation. ram Bibliothèques Services aux publics États-Unis Évaluation. ram Publik service på bibliotek. sao Utvärderingsmetodik. sao Electronic book. Altman, Ellen. Dugan, Robert E., 1952- https://id.oclc.org/worldcat/entity/E39PCjxg3Hr7vFrRcCKmjv7tBq http://id.loc.gov/authorities/names/n90611410 Print version: Hernon, Peter. Assessing service quality. Third edition 9780838913086 (DLC) 2014042718 (OCoLC)902599179 FWS01 ZDB-4-EBA FWS_PDA_EBA https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1004912 Volltext |
| spellingShingle | Hernon, Peter 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 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. Public services (Libraries) Evaluation. Public services (Libraries) United States Evaluation. Bibliothèques Services aux usagers Évaluation. Bibliothèques Services aux usagers États-Unis Évaluation. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Public services (Libraries) Evaluation fast Bibliothèques Services aux publics Évaluation. ram Bibliothèques Services aux publics États-Unis Évaluation. ram Publik service på bibliotek. sao Utvärderingsmetodik. sao |
| 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 | Public services (Libraries) Evaluation. Public services (Libraries) United States Evaluation. Bibliothèques Services aux usagers Évaluation. Bibliothèques Services aux usagers États-Unis Évaluation. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. bisacsh Public services (Libraries) Evaluation fast Bibliothèques Services aux publics Évaluation. ram Bibliothèques Services aux publics États-Unis Évaluation. ram Publik service på bibliotek. sao Utvärderingsmetodik. sao |
| topic_facet | Public services (Libraries) Evaluation. Public services (Libraries) United States Evaluation. Bibliothèques Services aux usagers Évaluation. Bibliothèques Services aux usagers États-Unis Évaluation. LANGUAGE ARTS & DISCIPLINES Library & Information Science General. Public services (Libraries) Evaluation United States Bibliothèques Services aux publics Évaluation. Bibliothèques Services aux publics États-Unis Évaluation. Publik service på bibliotek. Utvärderingsmetodik. Electronic book. |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1004912 |
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