Coverart for item
The Resource Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon and John R. Whitman

Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon and John R. Whitman

Label
Delivering satisfaction and service quality : a customer-based approach for libraries
Title
Delivering satisfaction and service quality
Title remainder
a customer-based approach for libraries
Statement of responsibility
Peter Hernon and John R. Whitman
Creator
Contributor
Subject
Language
eng
Cataloging source
DLC
http://library.link/vocab/creatorName
Hernon, Peter
Illustrations
illustrations
Index
index present
LC call number
Z711
LC item number
.H455 2001
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
Whitman, John R
http://library.link/vocab/subjectName
  • Reference services (Libraries)
  • Consumer satisfaction
Label
Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon and John R. Whitman
Instantiates
Publication
Bibliography note
Includes bibliographical references (p. 171-175) and index
Contents
Understanding customer service -- Understanding service quality -- Understanding customer satisfaction -- The framework for improving service quality and customer satisfaction over time -- Developing and implementing a service plan -- Assessing and evaluating satisfaction -- Using computer technology to conduct surveys -- Analyzing survey results -- The challenges to being successful
Control code
44502264
Dimensions
28 cm
Extent
xiv, 181 p.
Isbn
9780838907894
Isbn Type
(pbk. : alk. paper)
Lccn
00044811
Other physical details
ill.
Label
Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon and John R. Whitman
Publication
Bibliography note
Includes bibliographical references (p. 171-175) and index
Contents
Understanding customer service -- Understanding service quality -- Understanding customer satisfaction -- The framework for improving service quality and customer satisfaction over time -- Developing and implementing a service plan -- Assessing and evaluating satisfaction -- Using computer technology to conduct surveys -- Analyzing survey results -- The challenges to being successful
Control code
44502264
Dimensions
28 cm
Extent
xiv, 181 p.
Isbn
9780838907894
Isbn Type
(pbk. : alk. paper)
Lccn
00044811
Other physical details
ill.

Library Locations

    • Copley LibraryBorrow it
      5998 Alcalá Park, San Diego, CA, 92110-2492, US
      32.771354 -117.193327
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