Service quality in academic libraries
著者
書誌事項
Service quality in academic libraries
（Information management, policy, and services / Charles R. McClure and Peter Hernon, editors）
Ablex, c1996
- : cloth
- : pbk
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注記
Includes bibliographical references (p. 173-180) and indexes
内容説明・目次
内容説明
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.
目次
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.
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