Service Quality in Academic Libraries - Brossura

Hernon, Peter; Altman, Ellen

 
9781567502107: Service Quality in Academic Libraries
Brossura
ISBN 10: 1567502105 ISBN 13: 9781567502107
Casa editrice: Praeger Pub Text, 1996

Sinossi

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Product Description

Book by Hernon Peter Altman Ellen

Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.

Editore
Praeger Pub Text
Data di pubblicazione
1996
Lingua
Inglese
ISBN 10 
1567502105
ISBN 13 
9781567502107
Rilegatura
Copertina flessibile
Numero di pagine
204
Contatto del produttore
non disponibile
Persona responsabile
non disponibile

Altre edizioni note dello stesso titolo

9781567502091: Service Quality in Academic Libraries

Edizione in evidenza

ISBN 10:  1567502091 ISBN 13:  9781567502091
Casa editrice: Praeger Pub Text, 1996
Rilegato