Assessing Service Quality
Satisfying the expectations of library customers (The Facet Library Management Collection)
(Paperback)

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Technological progress has meant that the old measures of service quality no longer apply. 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, challenging librarians to think about customer service in new ways, including: distance education; use of library websites; partnerships and consortia for electronic collections; and ways to effectively embrace change for continuous improvement.

AuthorPeter Hernon
BindingPaperback
EAN9781783300594
Edition3rd Revised edition
FormatImport
ISBN1783300590
Height858 mm
Length1102 mm
Width59 mm
Weight134 g
LanguageEnglish
Language TypePublished
Number Of Pages232
Package Quantity1
Product GroupBook
Publication Date2015-12
PublisherFacet Publishing
StudioFacet Publishing
Sales Rank543820

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