Assessing Service Quality Satisfying the expectations of library customers

• Main Author: Hernon, Peter (Author)
• Other Authors: Altman, Ellen (co-author), Dugan, Robert E. (co-author)
• Format: Book
• Language: English
• Edition: THIRD EDITION
• Subjects: Public services (Libraries) > Evaluation
• Online Access: Click Here to View Status and Holdings.
• Item Description: Includes index
• Physical Description: xiii, 218 pages illustrations 28 cm.
• ISBN: 9781783300594

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. This book shows how to nurture an environment of continuous improvement through effective service quality assessment.