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- catalog abstract ""Step-by-step, Delivering Satisfaction and Service Quality will show you how to implement a unique and effective customer service plan that ensures the satisfaction and loyalty of your customers. Written by two experts, this resource will help you to understand the expectations of your customers; devise a customized plan that directly relates to customer needs; and use technology to achieve your goals, analyze your data, and present your results." "In a time when information needs are changing every day, Delivering Satisfaction and Service Quality offers practical and proven strategies for building long-term loyalty to the library."--Jacket.".
- catalog contributor b12010133.
- catalog contributor b12010134.
- catalog created "2001.".
- catalog date "2001".
- catalog date "2001.".
- catalog dateCopyrighted "2001.".
- catalog description ""Step-by-step, Delivering Satisfaction and Service Quality will show you how to implement a unique and effective customer service plan that ensures the satisfaction and loyalty of your customers. Written by two experts, this resource will help you to understand the expectations of your customers; devise a customized plan that directly relates to customer needs; and use technology to achieve your goals, analyze your data, and present your results." "In a time when information needs are changing every day, Delivering Satisfaction and Service Quality offers practical and proven strategies for building long-term loyalty to the library."--Jacket.".
- catalog description "Includes bibliographical references (p. 171-175) and index.".
- catalog description "Understanding customer service -- Understanding service quality -- Understanding customer satisfaction -- The framework for improving service quality and customer satisfaction over time -- Developing and implementing a service plan -- Assessing and evaluating satisfaction -- Using computer technology to conduct surveys -- Analyzing survey results -- The challenges to being successful.".
- catalog extent "xiv, 181 p. :".
- catalog identifier "083890789X (pbk. : alk. paper)".
- catalog issued "2001".
- catalog issued "2001.".
- catalog language "eng".
- catalog publisher "Chicago : American Library Association,".
- catalog spatial "United States".
- catalog spatial "United States.".
- catalog subject "025.5/2 21".
- catalog subject "Consumer Satisfaction.".
- catalog subject "Consumer satisfaction United States.".
- catalog subject "Library Services organization & administration United States.".
- catalog subject "Reference services (Libraries) United States Management.".
- catalog subject "Z 711 H558d 2001".
- catalog subject "Z711 .H455 2001".
- catalog tableOfContents "Understanding customer service -- Understanding service quality -- Understanding customer satisfaction -- The framework for improving service quality and customer satisfaction over time -- Developing and implementing a service plan -- Assessing and evaluating satisfaction -- Using computer technology to conduct surveys -- Analyzing survey results -- The challenges to being successful.".
- catalog title "Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman.".
- catalog type "text".