This work has been developed as a companion to the Planning for Results series. It aims to enable librarians to allocate resources in order for the library to fulfill its community needs.
This work has been developed as a companion to the Planning for Results series. It aims to enable librarians to allocate resources in order for the li...
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...
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and pe...
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...
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and pe...
Because of technology, the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service...
Because of technology, the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with ...
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...
Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that c...
