Assessing service quality satisfying the expectations of library customers
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. This extensively revised and updated edition explores further the ways technology infl...
| Autor principal: | |
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| Otros Autores: | , |
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Chicago :
ALA Editions, an imprint of the American Library Association
2015.
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| Edición: | 3rd ed |
| Colección: | EBSCO Academic eBook Collection Complete.
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| Acceso en línea: | Conectar con la versión electrónica |
| Ver en Universidad de Navarra: | https://innopac.unav.es/record=b34725465*spi |
| Sumario: | 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. This extensively revised and updated edition explores further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a focus on real-world application, the authors challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services; explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined; identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction; encourage libraries to take action by presenting concrete steps they can take to become more customer-centric; and offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups. This book shows how to nurture an environment of continuous improvement through effective service quality assessment. |
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| Descripción Física: | xiii, 218 p. : il |
| Formato: | Forma de acceso: World Wide Web. |
| Bibliografía: | Incluye referencias bibliográficas e índice. |
| ISBN: | 9780838913086 9780838913109 9780838913093 |
