By Peter Hernon,Ellen Altman,Robert E. Dugan
-Challenge traditional wondering the software of enter, output, and function metrics through suggesting new how you can take into consideration the review and overview of library services
-Explain carrier caliber and shopper pride, and reveal how they're separate yet intertwined
-Identify techniques for qualitatively and quantitatively measuring either provider caliber and satisfaction
-Encourage libraries to do so via offering concrete steps they could take to turn into extra customer-centric
-Offer more than a few customer-related metrics that supply insights important for library making plans and determination making, comparable to surveys and concentration groups
This publication indicates the right way to nurture an atmosphere of continuing development via potent carrier caliber assessment.
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Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition by Peter Hernon,Ellen Altman,Robert E. Dugan