Delivering satisfaction and service quality
a customer-based approach for libraries
by Hernon, Peter., Peter Hernon, and John R. Whitman
- 3 Want to read
"Step-by-step, Delivering Satisfaction and Service Quality will show you how to implement a unique and effective customer service plan that ensures the satisfaction and loyalty of your customers. Written by two experts, this resource will help you to understand the expectations of your customers; devise a customized plan that directly relates to customer needs; and use technology to achieve your goals, analyze your data, and present your results." "In a time when information needs are changing every day, Delivering Satisfaction and Service Quality offers practical and proven strategies for building long-term loyalty to the library."--Jacket.
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Subjects
Consumer satisfaction, Management, Reference services (Libraries), Auskunftsdienst, Klantgerichtheid, Service de reference, Tevredenheid, Bibliotheques, Library Services, Bibliotheken, Gestion, Benutzerservice, Gebruikersonderzoek, Consommateurs, Organization & administration, Satisfaction, Consumer Behavior, Bibliothek, Verbraucherzufriedenheit, Library, archive & information management, Library & Information Science, Library Management, Reference And Information Services, United States, Language Arts & Disciplines, Reference, Language, Customer Service, Teaching Methods & Materials - Library Skills, Business & Economics, Customer servicesPlaces
United States| Edition | Availability |
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1
Delivering satisfaction and service quality: a customer-based approach for libraries
2001, American Library Association
in English
083890789X 9780838907894
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2
Delivering Satisfaction and Service Quality: A Customer-Based Approach for Libraries
November 2000, American Library Association
Paperback
in English
083890789X 9780838907894
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Book Details
Edition Notes
Includes bibliographical references (p. 171-175) and index.
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- Created April 1, 2008
- 11 revisions
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| May 16, 2025 | Edited by MARC Bot | import existing book |
| July 11, 2024 | Edited by MARC Bot | import existing book |
| March 7, 2023 | Edited by MARC Bot | import existing book |
| July 28, 2020 | Edited by MARC Bot | import existing book |
| April 1, 2008 | Created by an anonymous user | Imported from Scriblio MARC record |