000			01821cam^a2200361^a^4500
001			UDM01000107990
003			UDM
005			20200204173149.0
008			060531s1998^^^^ilud^^^^r^^^^^001^0^eng^d
020			_a0838934897
040			_aDLC _cDLC _dCDC _dDAY _dC#P _dUKM _dCOU _dQP9 _dEL _dBAKER _dNLGGC _dUN@
082	0	4	_a025.5 _bH558a 1998
100	1		_9220626 _aHernon, Peter, _eautor
245	1	0	_aAssessing service quality : _bsatisfying the expectations of library customers / _cPeter Hernon and Ellen Altman.
264	3	1	_aChicago, IL : _bAmerican Library Association, _c1998.
300			_axvii, 243 páginas : _btablas
336			_atexto _btxt _2rdacontent
337			_ano mediado _bn _2rdamedia
338			_avolumen _bnc _2rdacarrier
504			_aIncluye bibliografía.
505	0		_aUnderstanding 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.
650	1	4	_9307172 _aBibliotecas y usuarios. _zEstados Unidos _xEvaluación.
650	1	4	_982921 _aCalidad total.
650	1	4	_962599 _aSatisfacción del cliente.
650	1	4	_996087 _aServicios de consulta (Bibliotecas) _xEvaluación.
700	1		_9166313 _aAltman, Ellen. _eautor
942			_2ddc _cGEN
991			_aBC
991			_aC0 _bUN@
997			_aHZ _b00 _c20140722 _lUDM01 _h1022
998			_aBATCH-UPD _b00 _c20150510 _lUDM01 _h1233
999			_c96696 _d96696