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
Published: Chicago : American Library Association, 2001.
Table of Contents:
  • 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.