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Assessing Service Quality: Satisfying the Expectations of Library Customers

By Peter Hernon, Ellen Altman, Robert E. Dugan
eBook
$60.00
By Peter Hernon, Ellen Altman, Robert E. Dugan
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Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This ex...

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ReferenceLibrary & Information ScienceInformation ScienceLibrary Science