Assessing Service Quality: Satisfying the expectations of library customers
Author:   Peter Hernon ,  Ellen Altman ,  Robert Dugan
Publisher:   Facet Publishing
Edition:   3rd edition
ISBN:  

9781783300594


Pages:   232
Publication Date:   31 May 2015
Format:   Paperback
Availability:   In Print   Availability explained
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Assessing Service Quality: Satisfying the expectations of library customers


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Full Product Details

Author:   Peter Hernon ,  Ellen Altman ,  Robert Dugan
Publisher:   Facet Publishing
Imprint:   Facet Publishing
Edition:   3rd edition
Dimensions:   Width: 21.40cm , Height: 1.60cm , Length: 27.80cm
Weight:   0.263kg
ISBN:  

9781783300594


ISBN 10:   1783300590
Pages:   232
Publication Date:   31 May 2015
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print   Availability explained
This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us.

Table of Contents

1. Understanding ends and means 2. A look in the library mirror 3. “Your mission, should you choose to accept it...” 4. Measuring and evaluating the components of high-quality service 5. What can go wrong with numbers? 6. Different ways of listening to customers 7. Managing the three Cs (comments, complaints, and compliments) 8. Listening through surveys 9. Listening through focus group interviews 10. Customer-related metrics and requirements 11. Satisfaction and service quality: separate but intertwined 12. Interpreting findings to improve customer service 13. Embracing change - continuous improvement

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Author Information

Peter Hernon is a professor at Simmons College (Graduate School of Library and Information Science, Boston) and the principal faculty member for the doctoral program, Managerial Leadership in the Information Professions. He was the 2008 recipient of the Association of College and Research Libraries’ award for Academic/Research Librarian of the Year, is the co-editor of Library & Information Science Research, and has taught, conducted workshops, and delivered addresses in ten countries outside the United States. He is the author or coauthor of 55 books, including Reflecting on the Future of Academic and Public Libraries. Robert E Dugan is the dean of libraries at the University of West Florida (Pensacola, FL). Prior to assuming this position, he had been at Suffolk University, Boston; Wesley College, Dover, DE; and Georgetown University, Washington, DC. He has also worked in state and public libraries during his nearly 40-year career. He is the coauthor of eleven books. Joseph R Matthews is a consultant specializing in strategic planning, assessment, evaluation of library services, customer service, use of performance metrics, and the balanced scorecard. He is the author of several books, including Reflecting on the Future of Academic and Public Libraries.

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