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Customer Service in the Information Environment

AvGuy St. Clair

Inbunden, Engelska, 1994

Del i serien Information Services Management Series

1 203 kr

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Beskrivning

No detailed description available for "Customer Service in the Information Environment".

Produktinformation

Utgivningsdatum:1994-02-04
Mått:155 x 230 x 14 mm
Vikt:378 g
Format:Inbunden
Språk:Engelska
Serie:Information Services Management Series
Antal sidor:144
Upplaga:94001
Förlag:De Gruyter
ISBN:9783598243622

Utforska kategorier

Referensverk och tvärvetenskap inom Samhälle och politik

Innehållsförteckning

Frontmatter -- Introduction to the series -- Contents -- Foreword -- Part I. Customer service: an introduction -- Chapter One. Definitions and concepts -- Chapter Two. Why be concerned about customer service? -- Part II. Initial stages -- Chapter Three. Defining the role of the information service unit -- Chapter Four. Informal – and not-so-informal – intelligence gathering -- Chapter Five. Defining the market and selecting specific user groups -- Part III. The players -- Chapter Six. Nurturing the culture: management and staff together -- Chapter Seven. Whose information is it anyway? Involving users in the process -- Part IV. Key tools -- Chapter Eight. The needs analysis, user survey and the information audit -- Chapter Nine. The marketing information system -- Chapter Ten. Designing and implementing the Customer Service Plan -- Part V. Benefits to the customer/user -- Chapter Eleven. Quality assurance, standards and quality services -- Chapter Twelve. Follow-up and analysis, evaluation, and measurement -- Selected bibliography -- Index

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