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No detailed description available for ""Customer Service in the Information Environment"".

Full Product Details

Author:   Guy St. Clair ,  Degruyter ,  Guy St Clair
Publisher:   De Gruyter
Imprint:   De Gruyter Saur
Edition:   Reprint 2012
Dimensions:   Width: 15.50cm , Height: 1.10cm , Length: 23.00cm
Weight:   0.378kg
ISBN:  

9783598243622

ISBN 10:   3598243626
Pages:   144
Publication Date:   04 February 1994
Audience:   Professional and scholarly ,  Professional & Vocational ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   Available To Order  
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Table of Contents

Frontmatter -- Introduction to the series -- Contents -- Foreword -- Part I. Customer service: an introduction -- Chapter One. Definitions and concepts -- Chapter Two. Why be concerned about customer service? -- Part II. Initial stages -- Chapter Three. Defining the role of the information service unit -- Chapter Four. Informal – and not-so-informal – intelligence gathering -- Chapter Five. Defining the market and selecting specific user groups -- Part III. The players -- Chapter Six. Nurturing the culture: management and staff together -- Chapter Seven. Whose information is it anyway? Involving users in the process -- Part IV. Key tools -- Chapter Eight. The needs analysis, user survey and the information audit -- Chapter Nine. The marketing information system -- Chapter Ten. Designing and implementing the Customer Service Plan -- Part V. Benefits to the customer/user -- Chapter Eleven. Quality assurance, standards and quality services -- Chapter Twelve. Follow-up and analysis, evaluation, and measurement -- Selected bibliography -- Index

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