Assessing Service Quality - Satisfying the Expectations of Library Customers (Paperback, 3rd Revised edition)

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.

General

Imprint:	ALA Editions
Country of origin:	United States
Release date:	May 2015
Authors:	Peter Hernon • Ellen Altman • Robert E Dugan
Dimensions:	277 x 214 x 13mm (L x W x T)
Format:	Paperback
Pages:	218
Edition:	3rd Revised edition
ISBN-13:	978-0-8389-1308-6
Categories:	Books > Reference & Interdisciplinary > Library & information sciences > Automation of library & information processes Books > Reference & Interdisciplinary > Library & information sciences > Library & information services Books > Reference & Interdisciplinary > Library & information sciences > Storage, maintenance & preservation of collections
LSN:	0-8389-1308-3
Barcode:	9780838913086

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