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Achieving breakthrough service in libraries : a nationwide teleseminar.

Author: Hardy R FranklinW Earl SasserJames L HeskettDynix.Ameritech.All authors
Publisher: Chicago, Ill. : American Library Association, 1994.
Edition/Format:   VHS video : VHS tape   Visual material : EnglishView all editions and formats
Database:WorldCat
Summary:
Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from  Read more...
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Genre/Form: Case studies
Material Type: Videorecording
Document Type: Visual material
All Authors / Contributors: Hardy R Franklin; W Earl Sasser; James L Heskett; Dynix.; Ameritech.; American Library Association.; NOTIS Systems.; Kathleen Gilroy Associates.
OCLC Number: 30503929
Notes: Videotaped in Boston in May 12, 1994 from 1:00 p.m.-5:00 (EDT); Simultaneously transmitted via satellite.
Description: 1 videocassette (VHS) : sd., col. ; 1/2 in. + 1 manual (30 p.)
Details: VHS format.

Abstract:

Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from libraries in the United States and several large American corporations.

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