Assessing service quality : satisfying the expectations of library customers / Peter Hernon + Ellen Altman.
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...
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| Main Authors: | , |
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| Format: | Book |
| Language: | English |
| Published: |
Chicago :
American Library Association,
2010.
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| Edition: | Second edition. |
| Subjects: |
| Summary: | 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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| Physical Description: | xi, 206 pages : illustrations ; 28 cm |
| Bibliography: | Includes bibliographical references (pages 193-200) and index. |
| ISBN: | 0838910211 9780838910214 |