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- catalog abstract ""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."--Jacket.".
- catalog contributor b10808366.
- catalog contributor b10808367.
- catalog created "1998.".
- catalog date "1998".
- catalog date "1998.".
- catalog dateCopyrighted "1998.".
- catalog description ""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."--Jacket.".
- catalog description "Includes bibliographical references (p. 231-237) and index.".
- catalog description "Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it ..." -- Measuring and assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality: separate but intertwined -- Interpreting findings to improve customer service -- Embracing change -- continuous improvement.".
- catalog extent "xvii, 243 p. :".
- catalog hasFormat "Assessing service quality.".
- catalog identifier "0838934897 (alk. paper)".
- catalog isFormatOf "Assessing service quality.".
- catalog issued "1998".
- catalog issued "1998.".
- catalog language "eng".
- catalog publisher "Chicago : American Library Association,".
- catalog relation "Assessing service quality.".
- catalog spatial "United States".
- catalog subject "025.5 21".
- catalog subject "Consumer Satisfaction.".
- catalog subject "Library Services.".
- catalog subject "Library Surveys.".
- catalog subject "Public services (Libraries) Evaluation.".
- catalog subject "Public services (Libraries) United States Evaluation.".
- catalog subject "Quality Control.".
- catalog subject "Z 678.85 H558a 1998".
- catalog subject "Z711 .H45 1998".
- catalog tableOfContents "Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it ..." -- Measuring and assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality: separate but intertwined -- Interpreting findings to improve customer service -- Embracing change -- continuous improvement.".
- catalog title "Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman.".
- catalog type "text".