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 ...
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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.
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Add this copy of Assessing Service Quality Satisfying the Expectations to cart. $60.41, new condition, Sold by Basi6 International rated 5.0 out of 5 stars, ships from Irving, TX, UNITED STATES, published 2015 by Facet Publishing.
Add this copy of Assessing Service Quality: Satisfying the Expectations to cart. $62.69, fair condition, Sold by Anybook rated 4.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 2015 by Facet Publishing.
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Seller's Description:
This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. Book contains pencil markings. In fair condition, suitable as a study copy. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 750grams, ISBN: 9781783300594.
Add this copy of Assessing Service Quality: Satisfying the Expectations to cart. $85.56, new condition, Sold by Ingram Customer Returns Center rated 5.0 out of 5 stars, ships from NV, USA, published 2015 by ALA Editions.
Add this copy of Assessing Service Quality: Satisfying the Expectations to cart. $99.28, new condition, Sold by BargainBookStores rated 3.0 out of 5 stars, ships from Grand Rapids, MI, UNITED STATES, published 2015 by ALA Editions.
Add this copy of Assessing Service Quality Satisfying the Expectations to cart. $100.31, new condition, Sold by Paperbackshop rated 4.0 out of 5 stars, ships from Bensenville, IL, UNITED STATES, published 2015 by American Library Association.
Add this copy of Assessing Service Quality: Satisfying the Expectations to cart. $135.25, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Newport Coast, CA, UNITED STATES, published 2015 by ALA Editions.
