Assessing Service Quality: Satisfying the Expectations of Library Customers, Second Edition

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9780838910214: Assessing Service Quality: Satisfying the Expectations of Library Customers, Second Edition

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 improvement

Senior 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.

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About the Author:

Peter Hernon is a professor at the Graduate School of Library and Information Science, Simmons College in Boston; he previously taught at the University of Arizona and Victoria University of Wellington (New Zealand). He is the coeditor of Library & Information Science Research, founding editor of Government Information Quarterly, and past editor-in-chief of the Journal of Academic Librarianship. Hernon is the author of more than 285 publications and has received a number of awards for his research and professional contributions, including the 2008 Association of College and Research Libraries award for Academic/Research Librarian of the Year. The first edition of this book, Assessing Service Quality, was the 1998 winner of the Highsmith award for outstanding contribution to the literature of library and information science.

Ellen Altman, now retired, was visiting professor in the Department of Library and Information Studies, Victoria University of Wellington (New Zealand) until July 1997. She has been a faculty member at the Universities of Kentucky and Toronto and at Indiana University, professor and director of the Graduate Library School at the University of Arizona, and feature editor of Public Libraries, the official publication of the Public Library Association. Altman is coeditor of The JAL Guide to the Professional Literature in the Journal of Academic Librarianship, a member of Library Quarterly s editorial board, and a coauthor of Performance Measures for Public Libraries. She received the Distinguished Alumni Award from Rutgers School of Communication, Information and Library Studies in 1983.

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Book Description American Library Association, United States, 2010. Paperback. Book Condition: New. 2nd Revised ed.. Language: English . Brand New Book. 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, challenging 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 improvement, Senior 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. Bookseller Inventory # AAN9780838910214

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Book Description American Library Association, United States, 2010. Paperback. Book Condition: New. 2nd Revised ed.. Language: English . Brand New Book. 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, challenging 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 improvement, Senior 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. Bookseller Inventory # AAN9780838910214

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