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. $7.26, good condition, Sold by Wonder Book - Member ABAA/ILAB rated 5.0 out of 5 stars, ships from Frederick, MD, UNITED STATES, published 2010 by ALA Editions.
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Seller's Description:
Good. Good condition. 2nd edition. A copy that has been read but remains intact. May contain markings such as bookplates, stamps, limited notes and highlighting, or a few light stains.
Add this copy of Assessing Service Quality: Satisfying the Expectations to cart. $8.25, new condition, Sold by Powell's Books Chicago rated 5.0 out of 5 stars, ships from Chicago, IL, UNITED STATES, published 2010 by ALA Editions.
Add this copy of Assessing Service Quality: Satisfying the Expectations to cart. $26.10, good condition, Sold by Anybook rated 4.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 2010 by Ala Editions.
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This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 600grams, ISBN: 9780838910214.
Add this copy of Assessing Service Quality: Satisfying the Expectations to cart. $29.81, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Hialeah, FL, UNITED STATES, published 2010 by ALA Editions.
Add this copy of Assessing Service Quality: Satisfying the Expectations to cart. $71.36, 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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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. $129.50, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Hialeah, FL, UNITED STATES, published 2015 by ALA Editions.
