By Peter Hernon,Ellen Altman,Robert E. Dugan
-Challenge traditional brooding about the application of enter, output, and function metrics by means of suggesting new how you can take into consideration the overview and review of library services
-Explain provider caliber and shopper delight, and display how they're separate yet intertwined
-Identify strategies for qualitatively and quantitatively measuring either provider caliber and satisfaction
-Encourage libraries to do so by means of offering concrete steps they could take to turn into extra customer-centric
-Offer a variety of customer-related metrics that supply insights priceless for library making plans and selection making, equivalent to surveys and concentration groups
This booklet indicates the right way to 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