Assessing Service Quality

Assessing Service Quality

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If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, and challenge librarians to think about customer service in new ways. --from publisher description.The customer perspective focuses on meeting or exceeding customer expectations, namely service quality and satisfaction. ... As a consequence, it is important to know the answers to the following questions: How do customers see us? ... and methods of gathering appropriate evidence.17 The orange County Library System in orlando, florida, which also relies on the balanced ... Also meriting mention is the library staff perspective: a€œAre staff available, trained, and ready to achieveanbsp;...

Title:Assessing Service Quality
Author:Peter Hernon, Ellen Altman
Publisher:American Library Association - 2010-01


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