Titel: Assessing Service Quality : Satisfying the Expectations of Library Customers
Verlag: American Library Association
Erscheinungsjahr: 2000
Sprache: Englisch
ISBN-10: 0838934897
ISBN-13: 9780838934890
Einband: Softcover
Auflage: 1st Edition.
Zustand: Good

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This is a practical guide to measure library services, which puts customers at the centre of the evaluation process. It provides measurement strategies and data collection methods to measure service quality in academic and public libraries. Some of the topics explored are: compliment and complaint tracking systems, listening to customers through surveys and focus groups; and continuous service quality improvement. Numerous tracking forms and measurement tools can be adapted to specific library situations. Samples from academic and public libraries are included.

�ber die Autorin bzw. den Autor

Peter Hernon is a professor at the Graduate School of Library Science, Simmons College.

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