Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries

Front Cover
American Library Association, 2001 - Business & Economics - 181 pages
3 Reviews
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
 

What people are saying - Write a review

User Review - Flag as inappropriate

its so nice and knowledgeable book.

User Review - Flag as inappropriate

I also studied users satisfaction. According to my knowledge it is the best book as a guideline for customer survey or satisfaction.

Contents

V
1
VI
2
VII
4
VIII
5
X
7
XI
8
XII
10
XIII
14
XXXVIII
77
XXXIX
87
XL
93
XLI
94
XLII
95
XLIII
98
XLIV
99
XLVI
117

XIV
15
XV
22
XVI
23
XVII
24
XVIII
26
XIX
31
XX
32
XXI
36
XXII
38
XXIII
39
XXIV
43
XXV
44
XXVII
45
XXVIII
48
XXIX
49
XXX
50
XXXII
57
XXXIII
58
XXXIV
67
XXXV
69
XXXVI
72
XXXVII
74
XLVII
118
XLVIII
121
XLIX
124
L
127
LI
128
LII
129
LIII
132
LIV
133
LVI
138
LVII
141
LVIII
142
LX
144
LXII
156
LXIII
157
LXIV
158
LXV
159
LXVI
164
LXVII
165
LXVIII
166
LXIX
171
LXX
177
Copyright

Common terms and phrases

References to this book

Bibliographic information