Service Quality in Academic Libraries (häftad)
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Format
Häftad (Paperback / softback)
Språk
Engelska
Antal sidor
204
Utgivningsdatum
1996-01-01
Förlag
Praeger Publishers Inc
Medarbetare
Altman, Ellen
Illustrationer
black & white illustrations
Dimensioner
228 x 151 x 11 mm
Vikt
281 g
Antal komponenter
1
Komponenter
1 Paperback / softback
ISBN
9781567502107

Service Quality in Academic Libraries

av Peter Hernon, Ellen Altman
Häftad,  Engelska, 1996-01-01
704
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Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.
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Fler böcker av författarna

Peter Hernon, Ellen Altman

Övrig information

Peter Hernon is professor of library and information science at Simmons College, Boston, MA. He is the author of 50 books, including Library Unlimited's Viewing Library Metrics from Different Perspectives and Making a Difference: Leadership and Academic Libraries; and Praeger's Federal Information Policies in the 1990s: Views and Perspectives.

Innehållsförteckning

List of Figures List of Tables Preface Acknowledgments The Customer is Key. Evaluation. Service Quality as Reflected in the Literature Application of Service Quality to Academic Libraries. Surveying Customers Creating a Service Quality Information System Looking at Service Quality in Your Library A Critical Leadership Role Service Quality: A Critical Issue Confronting Higher Education Appendix A: Service Quality for Library Users: A Survey Instrument Appendix B: Library Customer Survey Appendix C: Participants to Phase One Bibliography Author Index Subject Index.

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