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Assessing Service Quality: Satisfying the Expectations of Library Customers
Assessing Service Quality Satisfying the Expectations of Library Customers
Author: Peter Hernon, Ellen Altman
Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries. The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librari...  more »
ISBN-13: 9780838934890
ISBN-10: 0838934897
Pages: 243
Edition: 1
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Publisher: American Library Association
Book Type: Paperback
Members Wishing: 0
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