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Author Hernon, Peter.

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

Publication Info. Chicago : American Library Association, 2001.


Location Pub Note Copy No. Status
 Fossil Ridge PL - Main Adult Non Fiction - FRBB-2  025.52 HER    AVAILABLE
Description xiv, 181 pages : illustrations ; 28 cm
text txt rdacontent
unmediated n rdamedia
volume nc rdacarrier
Bibliography Includes bibliographical references (pages 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.
Subject Reference services (Libraries) -- United States -- Management.
Consumer satisfaction -- United States.
Reference services (Libraries) -- Management.
Consumer satisfaction.
Added Author Whitman, John R.
ISBN 083890789X paperback alkaline paper

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