Skip to content
Catalog
You are not logged in |Login  
Add to My Lists Add to Bag MARC Display Return to Browse More Information
     
Limit search to available items
Previous Record Next Record
Book Cover
book
BookBook
Author Hernon, Peter.

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

Publication Info. Chicago : American Library Association, 2001.

Copies

Location Call No. Status
 West Hartford, Noah Webster Library - Reference Material  R OFFICE 025.52 HERNON    In-Library Use Only
Description xiv, 181 pages : illustrations ; 28 cm
Bibliography Includes bibliographical references (pages 171-175) and index.
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.
Subject Reference services (Libraries) -- United States -- Management.
Consumer satisfaction -- United States.
Added Author Whitman, John R.
ISBN 083890789X paperback alkaline paper
-->
Permanent Link
Add a Review

 

Library Links

Encore

Search Tools

Language Settings

English
Español