0
Your cart

Your cart is empty

Browse All Departments
  • All Departments
Price
  • R1,000 - R2,500 (3)
  • R2,500 - R5,000 (2)
  • -
Status
Brand

Showing 1 - 5 of 5 matches in All Departments

Assessing Service Quality - Satisfying the Expectations of Library Customers (Paperback, 3rd Revised edition): Peter Hernon,... Assessing Service Quality - Satisfying the Expectations of Library Customers (Paperback, 3rd Revised edition)
Peter Hernon, Ellen Altman, Robert E Dugan
R2,296 Discovery Miles 22 960 Ships in 10 - 15 working days

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.

Research Misconduct - Issues, Implications, and Stratagies (Hardcover): Ellen Altman, Peter Hernon Research Misconduct - Issues, Implications, and Stratagies (Hardcover)
Ellen Altman, Peter Hernon
R3,337 Discovery Miles 33 370 Ships in 10 - 15 working days
Service Quality in Academic Libraries (Hardcover): Peter Hernon, Ellen Altman Service Quality in Academic Libraries (Hardcover)
Peter Hernon, Ellen Altman
R3,332 Discovery Miles 33 320 Ships in 10 - 15 working days

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.

Service Quality in Academic Libraries (Paperback): Peter Hernon, Ellen Altman Service Quality in Academic Libraries (Paperback)
Peter Hernon, Ellen Altman
R1,322 Discovery Miles 13 220 Ships in 10 - 15 working days

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.

Assessing Service Quality - Satisfying the Expectations of Library Customers (Paperback, 2 Rev Ed): Peter Hernon, Ellen Altman Assessing Service Quality - Satisfying the Expectations of Library Customers (Paperback, 2 Rev Ed)
Peter Hernon, Ellen Altman
R2,103 Discovery Miles 21 030 Ships in 12 - 17 working days

Because of technology, 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, 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.

Free Delivery
Pinterest Twitter Facebook Google+
You may like...
Pure Pleasure Non-Fitted Electric…
 (16)
R289 Discovery Miles 2 890
Pink Fresh Couture by Moschino EDT 100ml…
R1,458 Discovery Miles 14 580
Croxley Create Wood Free Colouring…
R29 Discovery Miles 290
Art Puzzle Animal Party (24 Pieces)
R79 R74 Discovery Miles 740
Elecstor 18W In-Line UPS (Black)
R999 R869 Discovery Miles 8 690
Docking Edition Multi-Functional…
R1,099 R799 Discovery Miles 7 990
Mission Of Malice - My Exodus From…
Erika Bornman Paperback  (8)
R260 R208 Discovery Miles 2 080
Lucky Lubricating Clipper Oil (100ml)
R49 R29 Discovery Miles 290
Dell E2222H 21.5" FHD Monitor
R2,899 R1,949 Discovery Miles 19 490
Google Nest Audio Smart Speaker…
R3,499 R2,899 Discovery Miles 28 990

 

Partners