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http://worldcat.org/entity/work/id/836953890

Assessing service quality : satisfying the expectations of library customers

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description

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  • "In this third edition, the authors again offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals. They challenge librarians to consider both internal and external customers, and to think about customer service in new ways."
  • "If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, and challenge librarians to think about customer service in new ways. --from publisher description."

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  • "Electronic books"@en

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  • "Assessing service quality satisfying the expectations of library customers"
  • "Assessing service quality : satisfying the expectations of library customers"@en
  • "Assessing service quality satisfying the expectations of library customers"@en
  • "Assessing service quality : satisfying the expectations of library customers"
  • "Assessing service quality Satisfying the expectations of library customers"

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