Delivering Satisfaction and Service Quality

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Highlights

ISBN13:9780838907894
ISBN10:083890789X
Publisher:American Library Association
Language:English
Author:Peter Hernon and John R Whitman
Binding:Paperback
SUPC: SDL387149070

Description

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Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Review Quotes

1. ..".well-organized, and could easily be used as a textbook for library students... [T]his book is a useful and targeted approach to measuring service quality and improving customer satisfaction for public and academic libraries, and I recommend it for students and librarians involved in this area."

2. "What makes this book especially valuable is the way the authors provide a context and historical perspective to support and illustrate the recommendations made. This is an excellent resource for both beginning and seasoned library directors, with a good combination of basic library administrative information, and challenging suggestions for encouraging library service growth and development."

3. "Anyone planning a user study or survey would be well advised to consult Hernon and Whitman before they send out the next survey!"

4. ..".full of real-world examples and practical suggestions."

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Product Type: Humanities Books Library & Information Science Books
Brand: Books
Binding: Paperback

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