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Assessing service quality : satisfying the expectations of library customers / Peter Hernon + Ellen Altman
- 作者： Hernon, Peter
- 其他作者：
- 出版： Chicago : American Library Association c2010
- 主題： Public services (Libraries) , Evaluation , Public services (Libraries)--Evaluation , Public services (Libraries)--Evaluation--United States
- 版本：2nd ed.
- ISBN： 9780838910214 、 0838910211 (pbk.): NT$1777
- 一般註：Includes bibliographical references and index.
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讀者標籤：
- 系統號： 000641816 | 機讀編目格式
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內容註
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 requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change-continuous improvement
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