Assessing services quality satisfying the expectations of library customers
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...
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| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Chicago
American Library Association
1998
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| Subjects: | |
| Online Access: | Click Here to View Status and Holdings. |
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| LEADER | 00000nam a2200000#i 4501 | ||
|---|---|---|---|
| 001 | wils-255507 | ||
| 005 | 201922215361 | ||
| 008 | t1998 XXU a #001 eng D | ||
| 020 | # | # | |a 0838934897 |
| 040 | # | # | |a UKM |b eng |c UKM |d ITMB |e rda |
| 041 | 0 | # | |a eng |
| 090 | 0 | 0 | |a Z711 |b .H45 1998 |
| 100 | 1 | # | |a Hernon, Peter |e author |
| 245 | 1 | 0 | |a Assessing services quality |b satisfying the expectations of library customers |c Peter Hernon and Ellen Altman |
| 264 | # | 1 | |a Chicago |b American Library Association |c 1998 |
| 264 | # | 4 | |c ©1998 |
| 300 | # | # | |a xvii, 243 pages |b illustration |c 30 cm |
| 336 | # | # | |a text |2 rdacontent |
| 337 | # | # | |a unmediated |2 rdamedia |
| 338 | # | # | |a volume |2 rdacarrier |
| 504 | # | # | |a Includes bibliographical references and index |
| 520 | # | # | |a 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. |
| 650 | # | 0 | |a Libraries and readers |x Evaluation |
| 650 | # | 0 | |a Libraries and readers |x Evaluation |z United States |
| 700 | 1 | # | |a Altman, Ellen |e author |
| 856 | 4 | 0 | |z Click Here to View Status and Holdings. |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=255507 |
| 964 | # | # | |c BOK |d 01 |
Assessing Service Quality Satisfying the expectations of library customers