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ALA Editions Assessing Service Quality: Satisfying the Expectations of Library Customers

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Price levels: 2 different prices over 65 days

Description
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.

Product Specifications
Brand
ALA Editions
Model
Illustrations
Format
paperback
ASIN
0838910211
Category
Books > Subjects > Business, Finance & Law > Management > Human Resources > Appraisals & Evaluations
Domain
Amazon UK
Release Date
15 April 2010
Listed Since
15 February 2010

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