Service Quality in Academic Libraries (Information Management Policy & Services) - Hardcover

Hernon, Peter; Altman, Ellen

 
9781567502091: Service Quality in Academic Libraries (Information Management Policy & Services)
Hardcover
ISBN 10: 1567502091 ISBN 13: 9781567502091
Verlag: Praeger, 1995

Inhaltsangabe

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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Über die Autorin bzw. den Autor

Peter Hernon, Ellen Altman

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Verlag
Praeger
Erscheinungsdatum
1995
Sprache
Englisch
ISBN 10 
1567502091
ISBN 13 
9781567502091
Einband
Gebundene Ausgabe
Anzahl der Seiten
204
Kontakt zum Hersteller
preigu GmbH & Co. KG
mail@preigu.de

Lengericher Landstr. 19
Osnabrück
Niedersachsen
49078
Deutschland

Weitere beliebte Ausgaben desselben Titels

9781567502107: Service Quality in Academic Libraries (Information Management, Policy, and Services)

Vorgestellte Ausgabe

ISBN 10:  1567502105 ISBN 13:  9781567502107
Verlag: Praeger, 1996
Softcover