Title: Assessing Service Quality : Satisfying the Expectations of Library Customers
Publisher: American Library Association
Publication Date: 2000
Language: English
ISBN 10: 0838934897
ISBN 13: 9780838934890
Binding: Soft cover
Edition: 1st Edition.
Condition: Good

About this title

Synopsis

Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries.
The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify strengths and weaknesses to narrow the gap between business-as-usual service delivery and customer expectations.

About the Author

Peter Hernon is a professor at the Graduate School of Library Science, Simmons College.

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