Coverart for item
The Resource Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon and John R. Whitman

Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon and John R. Whitman

Label
Delivering satisfaction and service quality : a customer-based approach for libraries
Title
Delivering satisfaction and service quality
Title remainder
a customer-based approach for libraries
Statement of responsibility
Peter Hernon and John R. Whitman
Creator
Contributor
Subject
Language
eng
Cataloging source
DLC
http://library.link/vocab/creatorName
Hernon, Peter
Dewey number
025.5/2
Illustrations
illustrations
Index
index present
LC call number
Z711
LC item number
.H455 2001
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
Whitman, John R
http://library.link/vocab/subjectName
  • Reference services (Libraries)
  • Consumer satisfaction
Label
Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon and John R. Whitman
Instantiates
Publication
Bibliography note
Includes bibliographical references (pages 171-175) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Understanding customer service -- Understanding service quality -- Understanding customer satisfaction -- The framework for improving service quality and customer satisfaction over time -- Developing and implementing a service plan -- Assessing and evaluating satisfaction -- Using computer technology to conduct surveys -- Analyzing survey results -- The challenges to being successful
Control code
8233972
Dimensions
28 cm
Extent
xiv, 181 pages
Isbn
9780838907894
Isbn Type
(pbk. : alk. paper)
Lccn
00044811
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)ocm44502264
  • (Sirsi) i9780838907894
Label
Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon and John R. Whitman
Publication
Bibliography note
Includes bibliographical references (pages 171-175) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Understanding customer service -- Understanding service quality -- Understanding customer satisfaction -- The framework for improving service quality and customer satisfaction over time -- Developing and implementing a service plan -- Assessing and evaluating satisfaction -- Using computer technology to conduct surveys -- Analyzing survey results -- The challenges to being successful
Control code
8233972
Dimensions
28 cm
Extent
xiv, 181 pages
Isbn
9780838907894
Isbn Type
(pbk. : alk. paper)
Lccn
00044811
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)ocm44502264
  • (Sirsi) i9780838907894

Library Locations

    • Indiana State LibraryBorrow it
      315 W. Ohio St., Indianapolis, IN, 46202, US
      39.77004 -86.164015

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