Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman.

"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 customer...

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Bibliographic Details
Main Author: Hernon, Peter.
Other Authors: Whitman, John R.
Format: Book
Language:English
Published: Chicago : American Library Association, 2001.
Subjects:
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245 1 0 |a Delivering satisfaction and service quality :  |b a customer-based approach for libraries /  |c Peter Hernon and John R. Whitman. 
260 |a Chicago :  |b American Library Association,  |c 2001. 
300 |a xiv, 181 pages :  |b illustrations ;  |c 28 cm 
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504 |a Includes bibliographical references (pages 171-175) and index. 
505 0 |a 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. 
520 1 |a "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. 
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