By Peter Hernon,Ellen Altman,Robert E. Dugan
-Challenge traditional wondering the software of enter, output, and function metrics via suggesting new how you can take into consideration the review and overview of library services
-Explain carrier caliber and buyer delight, and exhibit how they're separate yet intertwined
-Identify systems for qualitatively and quantitatively measuring either provider caliber and satisfaction
-Encourage libraries to do so by means of offering concrete steps they could take to develop into extra customer-centric
-Offer a number customer-related metrics that supply insights necessary for library making plans and determination making, reminiscent of surveys and concentration groups
This booklet exhibits how you can nurture an atmosphere of continuing development via powerful provider caliber assessment.
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Extra resources for Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition
Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition by Peter Hernon,Ellen Altman,Robert E. Dugan