Assessing Service Quality: Satisfying the Expectations of Library Customers

by Peter Hernon, Ellen Altman, Robert E. Dugan

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 themselves can assess those experiences. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups This book shows how to nurture an environment of continuous improvement through effective service quality assessment.

Genres: Nonfiction

232 pages, Paperback

First published October 1, 1998

Reviews

[Norman · Rating 5 out of 5]

A very comprehensive overview of the the issue of assessment, quality, data and feedback. Very clearly written and I applaud the fact there's not too much statistical depth here. The examples of actual usage of various templates is very helpful.

[Walt · Rating 3 out of 5]

This is a good book for planning policies and outcomes. They discuss input and output measures; but this is far more useful for output studies.

[Angela · Rating 4 out of 5]

Helpful for both non-profit and for-profit evaluation of customer needs and whether they are being met.