Assessing Service Quality: Satisfying the Expectations of Library Customers

by Ellen Altman and Peter Hernon

Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since "Assessing Service Quality" premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service...

• Format: Paperback
• Language: English
• ISBN: 0838913083
• ISBN13: 9780838913086
• Release Date: May 2015
• Publisher: ALA Editions
• Length: 232 Pages
• Weight: 1.55 lbs.
• Dimensions: 0.6" x 8.3" x 10.8"