Service Quality in Academic Libraries

Peter Hernon (u. a.)

ISBN 10: 1567502091 / ISBN 13: 9781567502091

Editore: Praeger, 1996

Service Quality in Academic Libraries | Peter Hernon (u. a.) | Buch | Gebunden | Englisch | 1996 | Praeger | EAN 9781567502091 | Verantwortliche Person für die EU: Libri GmbH, Europaallee 1, 36244 Bad Hersfeld, gpsr[at]libri[dot]de | Anbieter: preigu Print on Demand. Codice articolo 102378378

Riassunto:

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.

Dati bibliografici

Titolo: Service Quality in Academic Libraries
Casa editrice: Praeger
Data di pubblicazione: 1996
Legatura: Buch
Condizione: Neu