Hernon, Peter, Ellen Altman, and Robert E. Dugan. Assessing Service Quality: Satisfying the Expectations of Library Customers. Third Edition. ALA Editions, 2015. ISBN: 978-0-8389-1308-6
Description
This new edition (last published in 2010) provides guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively updated edition explores the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.
Table of Contents
1. Understanding ends and means
2. A look in the library mirror
3. "Your mission, should you choose to accept it..."
4.Measuring and evaluating the components of high-quality service
5. What can go wrong with numbers?
6. Different ways of listening to customers
7. Managing the three Cs (comments, complaints, and compliments)
8. Listening through surveys
9. Listening through focus group interviews
10. Customer-related metrics and requirements
11. Satisfaction and service quality : separate but intertwined
12. Interpreting findings to improve customer service
13. Embracing change-continuous improvement
