Assessing Service Quality, Hernon, Altman, Dugan, 2015, E-56

Description: Please note we do not work weekends. All offers, questions, or concerns may not be answered until Monday. Please understand this means you may need to resubmit your offer Sunday evening. Thank you for supporting our libraries and have a great weekend. Assessing Service Quality: Satisfying the Expectations of Library Customers 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. All proceeds benefit the Libraries of Pima County. Please review all photos. This listing has been donated. Please note that the listing is for what you see in the listing. We photograph all of it so you know what you are purchasing. The sale of the item(s) benefits Friends of the Pima Library (501c3 non-profit).

Price: 60 USD

Location: Tucson, Arizona

End Time: 2024-08-20T18:11:41.000Z

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