Assessing Service Quality: Satisfying the Expectations of by Peter Hernon,Ellen Altman,Robert E. Dugan PDF
By Peter Hernon,Ellen Altman,Robert E. Dugan
-Challenge traditional pondering the software of enter, output, and function metrics by way of suggesting new how one can take into consideration the review and overview of library services
-Explain carrier caliber and patron pride, and reveal how they're separate yet intertwined
-Identify techniques for qualitatively and quantitatively measuring either provider caliber and satisfaction
-Encourage libraries to do so by means of providing concrete steps they could take to turn into extra customer-centric
-Offer a number customer-related metrics that supply insights priceless for library making plans and determination making, equivalent to surveys and concentration groups
This e-book exhibits how you can nurture an atmosphere of constant development via powerful provider caliber assessment.
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Extra info for Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition
Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition by Peter Hernon,Ellen Altman,Robert E. Dugan