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

Average Reviews:

(More customer reviews)Are you looking to buy Assessing Service Quality: Satisfying the Expectations of Library Customers, Second Edition? Here is the right place to find the great deals. we can offer discounts of up to 90% on Assessing Service Quality: Satisfying the Expectations of Library Customers, Second Edition. Check out the link below:

>> Click Here to See Compare Prices and Get the Best Offers

Assessing Service Quality: Satisfying the Expectations of Library Customers, Second Edition ReviewThis very readable book performs a wonderful service by explaining the importance of evaluating and assessing library services. Most importantly the two authors, Peter Hernon and Ellen Altman, explain the reasons why any library should separate and distinguish between satisfaction and service quality.
This is the second edition of Assessing Service Quality and the content has been significantly updated with a deeper exploration of concepts and providing appropriate examples. This book will be of value to both academic and public libraries.
This book explores new ways of thinking about library services and the importance of evaluating library services. One important recommendation of the author's is to recognize that customer service and customer satisfaction and separate but intertwined. Several chapters explore ways a library can measure service quality and customer satisfaction.
The author's suggest that it is important for the library to develop a customer service plan that is in harmony with the library's mission, vision and values. This focus on the customer cannot be over-emphasized as the customer's needs and expectations must be met and even exceeded if the library is going to remain relevant in the life of its customers.
The book is very attractive and provides numerous examples of customer surveys and forms that any library can utilize in order to improve customer services. Rather than recommending a one-size-fits-all approach, the author's provide several approaches which allows a library to select one that will best meet its needs and culture.
Assessing Service Quality is highly recommended without reservations to academic and public librarians and those interested in learning more about customer service in a library setting.
Joseph Matthews
Library ConsultantAssessing Service Quality: Satisfying the Expectations of Library Customers, Second Edition OverviewBecause of technology, 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, and challenge librarians to think about customer service in new ways, including * Distance education * Use of library Web sites * Partnerships and consortia for electronic collections * Ways to effectively embrace change for continuous improvementSenior librarians, library directors, and trustees will learn how to see the library as the customer does with the aid of dozens of tools to measure service quality--from mystery shoppers and benchmarking to surveys and group interviews.

Want to learn more information about Assessing Service Quality: Satisfying the Expectations of Library Customers, Second Edition?

>> Click Here to See All Customer Reviews & Ratings Now