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Books > Reference & Interdisciplinary > Library & information sciences > Library, archive & information management

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Service Quality in Academic Libraries (Hardcover) Loot Price: R3,318
Discovery Miles 33 180
Service Quality in Academic Libraries (Hardcover): Peter Hernon, Ellen Altman

Service Quality in Academic Libraries (Hardcover)

Peter Hernon, Ellen Altman

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Loot Price R3,318 Discovery Miles 33 180 | Repayment Terms: R311 pm x 12*

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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.

General

Imprint: Praeger Publishers Inc
Country of origin: United States
Release date: 1996
First published: 1996
Authors: Peter Hernon • Ellen Altman
Dimensions: 234 x 156 x 12mm (L x W x T)
Format: Hardcover
Pages: 204
ISBN-13: 978-1-56750-209-1
Categories: Books > Reference & Interdisciplinary > Library & information sciences > Library, archive & information management
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LSN: 1-56750-209-1
Barcode: 9781567502091

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