Imagen de Amazon.com
Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman.
Tipo de material:
TextoEditor: Chicago, IL : American Library Association, 1998Descripción: xvii, 243 páginas : tablasTipo de contenido: - texto
- no mediado
- volumen
- 0838934897
- 025.5 H558a 1998
Contenidos:
Understanding ends and means -- A look in the library mirror -- ´Your mission, should you choose to accept it...´ -- Measuring and assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality: separate but intertwined -- Interpreting findings to improve customer service -- Embracing change - continuous improvement.
| Tipo de ítem | Biblioteca actual | Colección | Signatura topográfica | Estado | Notas | Fecha de vencimiento | Código de barras | Reserva de ítems | |
|---|---|---|---|---|---|---|---|---|---|
| Libro | Biblioteca Central | Colección General | 025.5 H558a 1998 (Navegar estantería(Abre debajo)) | Disponible | GEN | 33409002196800 |
Total de reservas: 0
Incluye bibliografía.
Understanding ends and means -- A look in the library mirror -- ´Your mission, should you choose to accept it...´ -- Measuring and assessing the components of service quality -- What can go wrong with numbers -- Compliment and complaint management -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality: separate but intertwined -- Interpreting findings to improve customer service -- Embracing change - continuous improvement.
No hay comentarios en este titulo.
Ingresar a su cuenta para colocar un comentario.