{"id":8329697926,"title":"Assessing Service Quality: Satisfying the Expectations of Library Customers, 3\/e","handle":"asq-selc3","description":"\u003cp\u003e\u003cspan style=\"color: #741b47;\"\u003e\u003cstrong\u003ePeter Hernon, Ellen Altman, and Robert E. Dugan \u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780838913086 \u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e232 pages \u003cbr\u003e 8½ x 11 \u003cbr\u003e 2015\u003c\/p\u003e\n\u003cp\u003eAcademic 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 \u003ci\u003eAssessing Service Quality\u003c\/i\u003e 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. With a clear focus on real-world application, the authors\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eChallenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services\u003c\/li\u003e\n\u003cli\u003eExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwined\u003c\/li\u003e\n\u003cli\u003eIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfaction\u003c\/li\u003e\n\u003cli\u003eEncourage libraries to take action by presenting concrete steps they can take to become more customer-centric\u003c\/li\u003e\n\u003cli\u003eOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups\u003c\/li\u003e\n\u003c\/ul\u003e\nThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.","published_at":"2016-08-31T04:26:00-12:00","created_at":"2016-08-31T04:26:53-12:00","vendor":"ALA Editions","type":"Book","tags":["Publisher_ALA Editions","Subject_Librarianship","Subject_Management \u0026 Administration"],"price":10500,"price_min":10500,"price_max":10500,"available":true,"price_varies":false,"compare_at_price":null,"compare_at_price_min":0,"compare_at_price_max":0,"compare_at_price_varies":false,"variants":[{"id":27879976710,"title":"Default","option1":"Default","option2":null,"option3":null,"sku":"9780838913086","requires_shipping":true,"taxable":true,"featured_image":null,"available":true,"name":"Assessing Service Quality: Satisfying the Expectations of Library Customers, 3\/e","public_title":null,"options":["Default"],"price":10500,"weight":540,"compare_at_price":null,"inventory_quantity":0,"inventory_management":"shopify","inventory_policy":"continue","barcode":"9780838913086"}],"images":["\/\/cdn.shopify.com\/s\/files\/1\/1418\/6818\/products\/9780838913086.jpg?v=1533237027"],"featured_image":"\/\/cdn.shopify.com\/s\/files\/1\/1418\/6818\/products\/9780838913086.jpg?v=1533237027","options":["Title"],"content":"\u003cp\u003e\u003cspan style=\"color: #741b47;\"\u003e\u003cstrong\u003ePeter Hernon, Ellen Altman, and Robert E. Dugan \u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9780838913086 \u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e232 pages \u003cbr\u003e 8½ x 11 \u003cbr\u003e 2015\u003c\/p\u003e\n\u003cp\u003eAcademic 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 \u003ci\u003eAssessing Service Quality\u003c\/i\u003e 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. With a clear focus on real-world application, the authors\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eChallenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services\u003c\/li\u003e\n\u003cli\u003eExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwined\u003c\/li\u003e\n\u003cli\u003eIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfaction\u003c\/li\u003e\n\u003cli\u003eEncourage libraries to take action by presenting concrete steps they can take to become more customer-centric\u003c\/li\u003e\n\u003cli\u003eOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups\u003c\/li\u003e\n\u003c\/ul\u003e\nThis book shows how to nurture an environment of continuous improvement through effective service quality assessment."}

Assessing Service Quality: Satisfying the Expectations of Library Customers, 3/e

Product Description
Maximum quantity available reached.

Peter Hernon, Ellen Altman, and Robert E. Dugan

ISBN-13: 9780838913086

232 pages 
 8½ x 11 
 2015

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. With a clear focus on real-world application, the authors

  • Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services
  • Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined
  • Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction
  • Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric
  • Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups
This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
Sku: 9780838913086
Vendor: ALA Editions

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