19683

,

satisfying the expectations of library customers

Peter Hernon and Ellen Altman

2nd ed.

American Library Association,

xvii,243p. cm.

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 Cʹs (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.

AU Altman, Ellen.

Z

711

.H45

2010

m

1389/03/22

9780838910214 (alk. paper) ,

Includes bibliographical references and index.

2010