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
Summary:
"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."--BOOK JACKET.
Topic:
Public services (Libraries)--Evaluation Search this
