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Assessing service quality : satisfying the expectations of library customers

Author: Peter Hernon; Ellen Altman
Publisher: Chicago : American Library Association, 2010.
Edition/Format:   Print book : English : 2nd edView all editions and formats
Summary:
Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it ..."--Measuring and evaluating the components of service quality -- What can go wrong with numbers -- Managing the three C's (comments, complaints, and compliments) -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and  Read more...
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Document Type: Book
All Authors / Contributors: Peter Hernon; Ellen Altman
ISBN: 9780838910214 0838910211
OCLC Number: 700286576
Description: XI, 206 Seiten
Responsibility: Peter Hernon and Ellen Altman.

Abstract:

A classic book is brought up to date as the authors integrate the use of technology into the customer experience and offer solid, practical ideas for developing a customer service plan that meets the  Read more...

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