Assessing Service Quality
Satisfying the Expectations of Library Customers, Third Edition
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 quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries…
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Produktdetails
Weitere Autoren: Altman, Ellen / Dugan, Robert E.
- ISBN: 978-0-8389-1310-9
- EAN: 9780838913109
- Produktnummer: 20451991
- Verlag: American Library Association
- Sprache: Englisch
- Erscheinungsjahr: 2015
- Seitenangabe: 232 S.
- Plattform: EPUB
- Masse: 20'078 KB
- Auflage: 3. Auflage
Über den Autor
Peter Hernon is a professor emeritus at Simmons College, Boston, and was the principal (and founding) faculty member for the doctoral program, Managerial Leadership in the Information Professions. He received his PhD degree from Indiana University, Bloomington, and was the 2008 recipient of the Association of College and Research Libraries' award for Academic/Research Librarian of the Year, the founding editor of Government Information Quarterly, and past editor-in- chief of The Journal of Academic Librarianship. He is the coeditor of Library & Information Science Research and has taught, conducted workshops, and delivered addresses in eleven countries outside the United States. He is the author or co-author of 57 books, including the award-winning Federal Information Policies in the 1980s (1985) and Viewing Library Metrics from Different Perspectives (2009).
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