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Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries
Peter Hernon
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Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries
Peter Hernon
In this companion to the volume "Assessing Service and Quality: Satisfying the Expectations of Library Customers", the authors outline a step-by-step process to identify needs, improve service quality, evaluate customer satisfaction and implement a service plan that keeps patrons in the library.
160 pages, Illustrations
| Media | Books Paperback Book (Book with soft cover and glued back) |
| Released | October 6, 2000 |
| ISBN13 | 9780838907894 |
| Publishers | American Library Association |
| Pages | 160 |
| Dimensions | 216 × 279 × 12 mm · 471 g |
| Language | English |
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