Service quality in academic libraries / Peter Hernon, Ellen Altman.
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspecti...
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| Format: | Book |
| Language: | English |
| Published: |
Norwood, N.J. :
Ablex,
[1996]
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| Series: | Information management, policy, and services.
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Table of Contents:
- The customer is the key
- Evaluation
- Service quality as reflected in the literature
- Application of service quality to academic libraries
- Surveying customers
- Creating a service quality information system
- Looking at service quality in your library
- A critical leadership role
- Service quality : a critical issue confronting higher education
- Appendix a : service quality for library users : a survey instrument
- Appendix b : library customer survey
- Appendix c : participants to phase one.