Assessing Service Quality : Satisfying the expectations of library customers, Paperback / softback Book

Assessing Service Quality : Satisfying the expectations of library customers Paperback / softback

Paperback / softback

Out of Stock - We are unable to provide an estimated availability date for this product
  • Information

Description

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.

Information

Other Formats

£61.48

Out of Stock - We are unable to provide an estimated availability date for this product
Add to Basket
Sign in to add to wishlist

Information