Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition

Assessing Service Quality: Satisfying the Expectations of Library Customers
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For more information about ALA eEditions file types and how to view them on eReaders, desktop computers, and other devices, see this page. Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability.

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Since Assessing Service Quality premiered in , receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

With a clear focus on real-world application, the authors.

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This is NE a way for supplementation who corresponds with trends or features with file who is with them. The more you are, the more you have. By Brian Alderson. And it is one of the key ingredients of a vibrant, successful library that is also relevant to the community it serves. Continue shopping. Social Media Curation.

This book shows how to nurture an environment of continuous improvement through effective service quality assessment. Peter Hernon is a professor emeritus at Simmons College, Boston, and was the principal and founding faculty member for the doctoral program, Managerial Leadership in the Information Professions.

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He is the author or co-author of 57 books, including the award-winning Federal Information Policies in the s and Viewing Library Metrics from Different Perspectives She had been a faculty member at the Universities of Kentucky and Toronto and at Indiana University, professor and director of the Graduate Library School at the University of Arizona, and feature editor of Public Libraries , the official publication of the Public Library Association. Robert E. Dugan is director of the Mildred F. Sawyer Library at Suffolk University in Boston.

He has worked in libraries for more than 27 years serving as associate university librarian, state librarian, public library director, and reference librarian.

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Dugan is the author of more than 40 articles on information policy and the use of technology and has coauthored two books, including U. Government on the Web.

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Librarians charged with doing assessment for their organizations will find the book valuable in both theory and practice. The authors felt the need to make updates in the third edition to address these recent changes, primarily citing newer developments in the library culture at large.

Additions in the new edition, such as incorporating and surveying social media, are examples of the new content The book would provide a good foundation for anyone looking to start an assessment or survey of their library and gives a solid framework for the process of initiating the work involved in such an endeavor.

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Skip to main menu. Skip to main content. Skip to footer. Books and eBooks. See All Books and eBooks. The book is divided into chapters that address components of a strong service program, including writing a strong mission statement, measuring and evaluating services, developing benchmarks, administering surveys, and implementing action steps to improve customer service. The final chapter is titled "Embracing Change--Continuous Improvement," and it emphasizes the importance of staff flexibility and training.

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Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition. Peter HernonEllen AltmanRobert E. Dugan · Find on LibraryThing. Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition—eEditions e-book This extensively revised and updated edition explores even further the ways technology influences both the experiences of library.