Understanding 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.