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Service quality in academic libraries
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Service quality in academic libraries

Author: Peter Hernon; Ellen Altman
Publisher: Norwood, N.J. : Ablex, ©1996.
Series: Information management, policy, and services.
Edition/Format:   Book : EnglishView all editions and formats
Summary:
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance  Read more...
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Details

Document Type: Book
All Authors / Contributors: Peter Hernon; Ellen Altman
ISBN: 1567502091 9781567502091 1567502105 9781567502107
OCLC Number: 33281839
Description: xv, 187 p. : ill. ; 24 cm.
Contents: The customer is the key --
Evaluation --
Service quality as reflected in the literature --
Application of service quality to academic libraries --
Surveying customers --
Creating a service quality information system --
Looking at service quality in your library --
A critical leadership role --
Service quality : a critical issue confronting higher education --
Appendix a : service quality for library users : a survey instrument --
Appendix b : library customer survey --
Appendix c : participants to phase one.
Series Title: Information management, policy, and services.
Responsibility: Peter Hernon, Ellen Altman.

Abstract:

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

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