Assessing Service Quality: Satisfying the Expectations of Library Customers - Brossura

Hernon, Peter; Altman, Ellen

Brossura

ISBN 10: 0838910211 ISBN 13: 9780838910214

Casa editrice: Ala Editions, 2010

Riassunto

Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups This book shows how to nurture an environment of continuous improvement through effective service quality assessment.

Su questo libro

Product Description

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.

Dettagli dell?edizione

• Editore: Ala Editions
• Data di pubblicazione: 2010
• Lingua: Inglese
• ISBN 10: 0838910211
• ISBN 13: 9780838910214
• Rilegatura: Copertina flessibile
• Numero edizione: 2
• Numero di pagine: 206
• Contatto del produttore: non disponibile
• Persona responsabile: non disponibile