Buch, Englisch, 232 Seiten, Format (B × H): 156 mm x 234 mm
Satisfying the expectations of library customers
Buch, Englisch, 232 Seiten, Format (B × H): 156 mm x 234 mm
ISBN: 978-1-78330-059-4
Verlag: Taylor & Francis
Distance education
Use of library Web sites
Partnerships and consortia for electronic collections
Ways to effectively embrace change for continuous improvement.
Readership: Senior 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.
Zielgruppe
Professional Practice & Development
Autoren/Hrsg.
Fachgebiete
Weitere Infos & Material
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