Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries (Google eBook)

Front Cover
American Library Association, 2001 - Business & Economics - 181 pages
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For every library that wants to win satisfied customers and bring those that have strayed back into the library, this companion to the award-winning Assessing Service Quality outlines a step-by-step process to identify needs, improve service quality, evaluate customer satisfaction, and implement a service plan that keeps patrons in the library.
  

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Contents

V
1
VI
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VII
4
VIII
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X
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XI
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XII
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XIII
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XXXVIII
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XXXIX
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XL
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XLI
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XLII
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XLIII
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XLIV
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XLVI
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XXVIII
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XXIX
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XXX
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XXXII
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XXXIII
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XXXIV
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XXXV
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XXXVI
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XXXVII
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XLVII
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XLVIII
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XLIX
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L
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LI
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LII
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LIII
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LIV
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LVI
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LVII
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LVIII
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LX
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LXII
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LXIII
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LXIV
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LXV
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LXVI
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LXVII
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LXVIII
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LXIX
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LXX
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About the author (2001)

Peter Hernon is a professor at Simmons College, Graduate School of Library and Information Science, Boston, and the principal faculty member for the doctoral program Managerial Leadership in the Information Professions. He received his PhD degree from Indiana University, Bloomington, is the 2008 recipient of the ACRL s Academic/Research Librarian of the Year award, is the coeditor of Library & Information Science Research, and has taught, conducted workshops, and delivered addresses internationally. He is the author or coauthor of fifty-two books, including Assessing Service Quality and Viewing Library Metrics from Different Perspectives.

Whitman, founder and president of Surveytools Corporation, is a leader in customer satisfaction research specializing in public sector institutions including libraries.

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