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Peter Hernon | Ellen Altman | Robert E. Dugan Assessing service quality
satisfying the expectations of library customers
Understanding ends and means -- A look in the library mirror -- Your mission, should you choose to accept it -- Measuring and evaluating the components of high-quality service -- What can go wrong with numbers? -- Different ways of listening to customers -- Managing the three Cs (comments, complaints, and compliments) -- Listening through surveys -- Listening through focus group interviews -- Customer-related metrics and requirements -- Satisfaction and service quality : separate but intertwined...
Engels | 218 pagina's | Facet Publishing, London | 2015
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