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000338145 001__ 338145
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000338145 008__ 091005s2010\\\\ilua\\\\\b\\\\001\0\eng\\
000338145 010__ $$a  2009040332
000338145 020__ $$a9780838910214 (pbk. : alk. paper)
000338145 020__ $$a0838910211 (pbk. : alk. paper)
000338145 035__ $$a(OCoLC)ocn452290002
000338145 035__ $$a338145
000338145 040__ $$aDLC$$cDLC$$dYDX
000338145 043__ $$an-us---
000338145 049__ $$aISEA
000338145 05000 $$aZ711$$b.H45 2010
000338145 08200 $$a025.5$$222
000338145 1001_ $$aHernon, Peter.
000338145 24510 $$aAssessing service quality :$$bsatisfying the expectations of library customers /$$cPeter Hernon + Ellen Altman.
000338145 250__ $$a2nd ed.
000338145 260__ $$aChicago :$$bAmerican Library Association,$$c2010.
000338145 300__ $$axi, 206 p. :$$bill. ;$$c28 cm.
000338145 504__ $$aIncludes bibliographical references and index.
000338145 5050_ $$aUnderstanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it" -- Measuring and evaluating the components of service quality -- What can go wrong with numbers? -- Managing the three C's (comments, complaints, and compliments) -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change-continuous improvement.
000338145 650_0 $$aPublic services (Libraries)$$xEvaluation.
000338145 650_0 $$aPublic services (Libraries)$$zUnited States$$xEvaluation.
000338145 7001_ $$aAltman, Ellen.
000338145 85200 $$bgen$$hZ711$$i.H45$$i2010
000338145 909CO $$ooai:library.usi.edu:338145$$pGLOBAL_SET
000338145 980__ $$aBIB
000338145 980__ $$aBOOK