Assessing Service Quality Satisfying the Expectations of Library Customers  at Meripustak

Assessing Service Quality Satisfying the Expectations of Library Customers

Books from same Author: Peter Hernon & Ellen Altman

Books from same Publisher: Ess Ess Publications

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  • General Information  
    Author(s)Peter Hernon & Ellen Altman
    PublisherEss Ess Publications
    ISBN9788170005766
    Pages232
    BindingHardcover
    LanguageEnglish
    Publish YearJanuary 2009

    Description

    Ess Ess Publications Assessing Service Quality Satisfying the Expectations of Library Customers by Peter Hernon & Ellen Altman

    Because of technology, the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, and challenge librarians to think about customer service in new ways, including* Distance education* Use of library Web sites* Partnerships and consortia for electronic collections* Ways to effectively embrace change for continuous improvementSenior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality--from mystery shoppers and benchmarking to surveys and group interviews.