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Assessing Service Quality

Satisfying the expectations of library customers

Peter Hernon author Ellen Altman author Robert Dugan author

Format:Paperback

Publisher:Facet Publishing

Published:31st May '15

Currently unavailable, and unfortunately no date known when it will be back

Assessing Service Quality cover

Technological progress has meant that 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.

Readership: 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.

ISBN: 9781783300594

Dimensions: 278mm x 214mm x 16mm

Weight: 263g

232 pages

3rd edition