Assessing Service Quality: Third Edition
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- Samhain Publishing, Ltd.
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More About This Title Assessing Service Quality: Third Edition
- English
English
ALA Editions purchases fund advocacy, awareness, and accreditation programs for library professionals worldwide.
- English
English
Title Page
Copyright Page
Contents
List of Figures
Preface
One. Understanding Ends and Means
Two. A Look in the Library Mirror
Three. “Your Mission, Should You Choose to Accept It …”
Four. Measuring and Evaluating the Components of High-Quality Service
Five. What Can Go Wrong with Numbers?
Six. Different Ways of Listening to Customers
Seven. Managing the Three Cs (Comments, Complaints, and Compliments)
Eight. Listening through Surveys
Nine. Listening through Focus Group Interviews
Ten. Customer-Related Metrics and Requirements
Eleven. Satisfaction and Service Quality: Separate but Intertwined
Twelve. Interpreting Findings to Improve Customer Service
Thirteen. Embracing Change—Continuous Improvement
About the Authors
Index
Copyright Page
Contents
List of Figures
Preface
One. Understanding Ends and Means
Two. A Look in the Library Mirror
Three. “Your Mission, Should You Choose to Accept It …”
Four. Measuring and Evaluating the Components of High-Quality Service
Five. What Can Go Wrong with Numbers?
Six. Different Ways of Listening to Customers
Seven. Managing the Three Cs (Comments, Complaints, and Compliments)
Eight. Listening through Surveys
Nine. Listening through Focus Group Interviews
Ten. Customer-Related Metrics and Requirements
Eleven. Satisfaction and Service Quality: Separate but Intertwined
Twelve. Interpreting Findings to Improve Customer Service
Thirteen. Embracing Change—Continuous Improvement
About the Authors
Index
