Assessing Service Quality

Overview

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. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify ...
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Overview

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. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify strengths and weaknesses to narrow the gap between business-as-usual service delivery and customer expectations.
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Editorial Reviews

VOYA - Betsy Fraser
Having delivered a previous volume that established strong, consistent measures that librarians and managers could use to determine whether their customers were satisfied, Hernon and Altman address technological issues and reiterate the importance of customer loyalty. The opening chapter's discussion of service quality looks at the replacement of library "users" with library "customers" and the various dimensions of service quality. The customer's experience in the library is not underestimated: space is given to acknowledging customer complaints among the many ways of obtaining customer opinions. A number of methods to evaluate customer satisfaction and service quality are included. Each method, from surveys to focus groups, is given a thorough introduction, along with sample worksheets and forms, as well as information about interpreting findings. Public, school, and academic library examples have been included in this very complete summary of using research to evaluate customer satisfaction. This book will be useful to managers of public and senior high libraries. Reviewer: Betsy Fraser
Library Journal
As a complement to their earlier Service Quality in Academic Libraries (Professional Media, LJ 2/1/96), authors Hernon (GSLIS, Simmons Coll.) and Altman (Graduate Library School, Univ. of Arizona) now concentrate on how to assess service quality and customer satisfaction. Here they suggest new ways to think about library services, clarify the distinction between service quality and customer satisfaction, present strategies for developing a customer service plan, identify procedures to measure service quality and satisfaction, and, if you havent already guessed, challenge conventional thinking about these powerful principles. These ideas are built on long-held important elements that guide any successful business; the bibliography is replete with library literature indicating the wide-ranging adaptation of these vital components in libraries and the prevailing awareness of how important it is to focus the operations of a library around the expectations of the customer. Numerous excellent tracking forms and survey and satisfaction instruments provide mechanisms to carry out a commitment to satisfying the needs of customers, especially for leading librarians who long ago tossed that useless suggestion box. Kudos to these authors for providing an essential resource for librarians who understand that folks who walk into their libraries are not patrons but customers. Highly recommended, especially for MLIS faculty and students.Dale F. Farris, Groves, TX
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Product Details

  • ISBN-13: 9780838910214
  • Publisher: ALA Editions
  • Publication date: 1/1/2010
  • Edition description: New Edition
  • Edition number: 2
  • Pages: 206
  • Product dimensions: 8.25 (w) x 11.00 (h) x 0.47 (d)

Table of Contents

Figures
Preface
Acknowledgments
1 Understanding Ends and Means 1
2 A Look in the Library Mirror 18
3 "Your Mission, Should You Choose to Accept It ..." 27
4 Measuring and Assessing the Components of Service Quality 46
5 What Can Go Wrong with Numbers 72
6 Compliment and Complaint Management 79
7 Listening to Customers through Surveys 100
8 Listening to Customers through Focus Group Interviews 137
9 Customer-Related Indicators and Requirements 147
10 Satisfaction and Service Quality: Separate but Intertwined 180
11 Interpreting Findings to Improve Customer Service 195
12 Embracing Change - Continuous Improvement 210
Bibliography 231
Index 239
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