By Peter Hernon,Ellen Altman,Robert E. Dugan
-Challenge traditional considering the application of enter, output, and function metrics via suggesting new how you can take into consideration the review and overview of library services
-Explain provider caliber and patron delight, and exhibit how they're separate yet intertwined
-Identify techniques for qualitatively and quantitatively measuring either carrier caliber and satisfaction
-Encourage libraries to do so via proposing concrete steps they could take to develop into extra customer-centric
-Offer quite a number customer-related metrics that supply insights worthwhile for library making plans and choice making, corresponding to surveys and concentration groups
This booklet exhibits how you can nurture an atmosphere of constant development via powerful 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