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Delivering satisfaction and service quality : A customer-based approach for libraries/ Peter Hernon and John R. Whitman.
Material type:
TextLanguage: English Series: American Library Association SeriesPublication details: New Delhi : Indiana Publishing House, 2013.Edition: 1st Indiana edDescription: xiv, 181 pages : illustrations ; 30 cmISBN: - 9788184082425
- 8184082428
- 22 025.52 HER
Contents:
1. Understanding customer service 2. Understanding service quality 3.Understanding customer satisfaction 4. The framework for improving service quality and customer satisfaction over time 5. Developing and implementing a service plan 6. Assessing and evaluating satisfaction 7. Using computer technology to conduct surveys 8. Analyzing survey results 9. The challenges to being successful
| Item type | Current library | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
General Books
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CUTN Central Library Generalia | Non-fiction | 025.52 HER (Browse shelf(Opens below)) | Available | 41479 |
1. Understanding customer service 2. Understanding service quality 3.Understanding customer satisfaction 4. The framework for improving service quality and customer satisfaction over time 5. Developing and implementing a service plan 6. Assessing and evaluating satisfaction 7. Using computer technology to conduct surveys 8. Analyzing survey results 9. The challenges to being successful
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