Assessing Service Quality: Satisfying the Expectations of Library Customers - Couverture souple

Hernon, Peter; Altman, Ellen

 
9780838910214: Assessing Service Quality: Satisfying the Expectations of Library Customers
Couverture souple
ISBN 10 : 0838910211 ISBN 13 : 9780838910214
Editeur : ALA Editions, 2010

Synopsis

Because of technology, the old measures of service quality no longer apply. 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, challenging librarians to think about customer service in new ways, including: Distance education, Use of library Web sites, Partnerships and consortia for electronic collections, Ways to effectively embrace change for continuous improvement, Senior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality--from mystery shoppers and benchmarking to surveys and group interviews.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Éditeur
ALA Editions
Date d'édition
2010
Langue
anglais
ISBN 10 
0838910211
ISBN 13 
9780838910214
Reliure
Broché
Numéro d'édition
2
Nombre de pages
215
Coordonnées du fabricant
non disponible
Personne responsable
non disponible

Autres éditions populaires du même titre

9780838934890: Assessing Service Quality: Satisfying the Expectations of Library Customers

Edition présentée

ISBN 10 :  0838934897 ISBN 13 :  9780838934890
Editeur : ALA Editions, 2000
Couverture souple