Skip to content

Booksellers & Trade Customers: Sign up for online bulk buying at trade.atlanticbooks.com for wholesale discounts

Booksellers: Create Account on our B2B Portal for wholesale discounts

Assessing Service Quality: Satisfying the expectations of library customers

by Peter Hernon , Ellen Altman , Robert Dugan
Sold out
Current price ₹4,887.00
Original price ₹7,517.00
Original price ₹7,517.00
Original price ₹7,517.00
(-35%)
₹4,887.00
Current price ₹4,887.00

Ships in 1-2 Days

Free Shipping in India on orders above Rs. 500

Request Bulk Quantity Quote
+91
Book cover type: Paperback
  • ISBN13: 9781783300594
  • Binding: Paperback
  • Subject: Library & Information Science
  • Publisher: Facet Publishing
  • Publisher Imprint: FacetPub.
  • Publication Date:
  • Pages: 234
  • Original Price: GBP 59.99
  • Language: English
  • Edition: N/A
  • Item Weight: 554 grams
  • BISAC Subject(s): Library & Information Science / General

Technological progress has meant that the old measures of service quality no longer apply. If libraries are to succeed, they must see themselves in competition with other institutions and sources of information, especially the Web, and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways, including:

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.

Trusted for over 49 years

Family Owned Company

Secure Payment

All Major Credit Cards/Debit Cards/UPI & More Accepted

New & Authentic Products

India's Largest Distributor

Need Support?

Whatsapp Us