Service Quality in Academic Libraries (Contemporary Studies in Information Management, Policies, an)

Hernon, Peter

ISBN 10: 1567502091 / ISBN 13: 9781567502091

Published by Praeger Publishers Inc, 1996

About this Item

Seller Inventory # V9781567502091

Bibliographic Details

• Title: Service Quality in Academic Libraries (Contemporary Studies in Information Management, Policies, an)
• Publisher: Praeger Publishers Inc
• Publication Date: 1996
• Language: English
• ISBN 10: 1567502091
• ISBN 13: 9781567502091
• Binding: Hardcover
• Condition: New

About this title

Synopsis

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

About the Author

Peter Hernon is professor of library and information science at Simmons College, Boston, MA. He is the author of 50 books, including Library Unlimited's Viewing Library Metrics from Different Perspectives and Making a Difference: Leadership and Academic Libraries; and Praeger's Federal Information Policies in the 1990s: Views and Perspectives.