Service quality in academic libraries
Author(s)
Bibliographic Information
Service quality in academic libraries
(Information management, policy, and services / Charles R. McClure and Peter Hernon, editors)
Ablex, c1996
- : cloth
- : pbk
Available at 22 libraries
  Aomori
  Iwate
  Miyagi
  Akita
  Yamagata
  Fukushima
  Ibaraki
  Tochigi
  Gunma
  Saitama
  Chiba
  Tokyo
  Kanagawa
  Niigata
  Toyama
  Ishikawa
  Fukui
  Yamanashi
  Nagano
  Gifu
  Shizuoka
  Aichi
  Mie
  Shiga
  Kyoto
  Osaka
  Hyogo
  Nara
  Wakayama
  Tottori
  Shimane
  Okayama
  Hiroshima
  Yamaguchi
  Tokushima
  Kagawa
  Ehime
  Kochi
  Fukuoka
  Saga
  Nagasaki
  Kumamoto
  Oita
  Miyazaki
  Kagoshima
  Okinawa
  Korea
  China
  Thailand
  United Kingdom
  Germany
  Switzerland
  France
  Belgium
  Netherlands
  Sweden
  Norway
  United States of America
-
University of Tsukuba Library, Library on Library and Information Science
: pbk017.75:H-53,
: cloth017.75:H-53961003590
Note
Includes bibliographical references (p. 173-180) and indexes
Description and Table of Contents
Description
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.
Table of Contents
List of Figures List of Tables Preface Acknowledgments The Customer is Key. Evaluation. Service Quality as Reflected in the Literature Application of Service Quality to Academic Libraries. Surveying Customers Creating a Service Quality Information System Looking at Service Quality in Your Library A Critical Leadership Role Service Quality: A Critical Issue Confronting Higher Education Appendix A: Service Quality for Library Users: A Survey Instrument Appendix B: Library Customer Survey Appendix C: Participants to Phase One Bibliography Author Index Subject Index.
by "Nielsen BookData"