This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. Book contains pencil markings. In fair condition, suitable as a study copy. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,750grams, ISBN:9781783300594.

Seller Inventory # 7075425

Contact seller

Report this item

Bibliographic Details

Title

Assessing Service Quality: Satisfying the Expectations of Library Customers (Third Edition)

Publisher

Facet Publishing

Publication Date

2015

Language

English

ISBN 10

1783300590

ISBN 13

9781783300594

Binding

Soft cover

Edition

3rd Edition

Condition

Fair

Weight

750 grams

Seller catalogs

Librarianism

About this title

Synopsis

Technological progress has meant that 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.

Readership: 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.

About the Author

Peter Hernon, Ellen Altman, Robert Dugan

"About this title" may belong to another edition of this title.

Store Description

Based in central Lincoln, Anybook Ltd. sells exclusively on line. We specialise in academic works. All our books are in good condition or better, unless otherwise described. We will respond to your enquiry promptly and mail books out within 24 hours of receiving payment. We use Royal Mail and other reputable couriers at greatly discounted postage rates. If you find cheaper postage from the UK, we'll match it. Remember if you are unsatisfied in any way with any purchase, we will give you a complete and unconditional refund. All books are hand wrapped. All e-mails answered personally. All books are offered subject to being unsold.

Visit Seller's Storefront

Seller's business information

Anybook Ltd.
28 West End,, Burgh le Marsh,, Lincolnshire, PE24 5EY, United Kingdom

Sale & Shipping Terms

Terms of Sale

Anybook Ltd is a company registered in England and Wales. Company Registration Number: 3692291. VAT Number: GB753406145. Share Capital GBP100.

Registered Offices:
28 West End,
Burgh le Marsh,
Lincolnshire,
PE24 5EY
UK

Customer Services:
2,Outer Circle Business Park,
Outer Circle Road,
Lincoln
LN2 4HX
UK

Email Address: sales@anybook.com
Telephone Number: +44 (0) 115 888 2269
Authorized Representative: Ms. Claire Williams

Shipping Terms

Orders usually ship within 1 business day. We use Royal Mail and other reputable couriers at greatly discounted postage rates. If your book order is heavy or over-sized, or valuable enough to require tracking, we may contact you to let you know extra shipping is required.

Shipping rates from United Kingdom to U.S.A.

Shipping rates from United Kingdom to U.S.A.
Order quantity	5 to 10 business days	1 to 3 business days
First item	US$ 18.24	US$ 37.37

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.