Verfügbarkeit: Assessing service quality | Technische Universität München

Assessing service quality: satisfying the expectations of library customers

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Bibliographische Detailangaben
Beteiligte Personen:	Hernon, Peter (VerfasserIn), Altman, Ellen (VerfasserIn), Dugan, Robert E. 1952- (VerfasserIn)
Format:	Buch
Sprache:	Englisch
Veröffentlicht:	London Facet publ. 2015
Ausgabe:	3. ed.
Schlagwörter:	Bibliothek Leistungsmessung Benutzung
Links:	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027910037&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
Umfang:	XIII, 218 S. graph. Darst.
ISBN:	9781783300594 1783300590

Internformat

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Datensatz im Suchindex

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adam_text	Titel: Assessing service quality Autor: Hernon, Peter Jahr: 2015 Contents ONE UNDERSTANDING ENDS AND MEANS.......................................................................1 TWO A LOOK IN THE LIBRARY MIRROR.........................................................................13 THREE YOUR MISSION, SHOULD YOU CHOOSE TO ACCEPT IT.......................................21 FOUR MEASURING AND EVALUATING THE COMPONENTS OF HIGH-QUALITY SERVICE...........35 FIVE WHAT CAN GO WRONG WITH NUMBERS?...............................................................61 SIX DIFFERENT WAYS OF LISTENING TO CUSTOMERS...................................................67 SEVEN MANAGING THE THREE Cs (COMMENTS, COMPLAINTS, AND COMPLIMENTS)..............81 EIGHT LISTENING THROUGH SURVEYS......................................................................... 101 NINE LISTENING THROUGH FOCUS GROUP INTERVIEWS.................................................117 TEN CUSTOMER-RELATED METRICS AND REQUIREMENTS............................................127 ELEVEN SATISFACTION AND SERVICE QUALITY: SEPARATE BUT INTERTWINED.....................143 TWELVE INTERPRETING FINDINGS TO IMPROVE CUSTOMER SERVICE..................................167 THIRTEEN EMBRACING CHANGE-CONTINUOUS IMPROVEMENT.............................................187 About the Authors.....................207 V
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author	Hernon, Peter Altman, Ellen Dugan, Robert E. 1952-
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ctrlnum	(OCoLC)911587579 (DE-599)BVBBV042474929
discipline	Allgemeines
edition	3. ed.
format	Book
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id	DE-604.BV042474929
illustrated	Illustrated
indexdate	2024-12-20T17:12:19Z
institution	BVB
isbn	9781783300594 1783300590
language	English
oai_aleph_id	oai:aleph.bib-bvb.de:BVB01-027910037
oclc_num	911587579
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owner	DE-11 DE-525 DE-188
owner_facet	DE-11 DE-525 DE-188
physical	XIII, 218 S. graph. Darst.
publishDate	2015
publishDateSearch	2015
publishDateSort	2015
publisher	Facet publ.
record_format	marc
spellingShingle	Hernon, Peter Altman, Ellen Dugan, Robert E. 1952- Assessing service quality satisfying the expectations of library customers Bibliothek (DE-588)4006439-6 gnd Leistungsmessung (DE-588)4167290-2 gnd Benutzung (DE-588)4144483-8 gnd
subject_GND	(DE-588)4006439-6 (DE-588)4167290-2 (DE-588)4144483-8
title	Assessing service quality satisfying the expectations of library customers
title_auth	Assessing service quality satisfying the expectations of library customers
title_exact_search	Assessing service quality satisfying the expectations of library customers
title_full	Assessing service quality satisfying the expectations of library customers Peter Hernon ; Ellen Altman ; Robert E. Dugan
title_fullStr	Assessing service quality satisfying the expectations of library customers Peter Hernon ; Ellen Altman ; Robert E. Dugan
title_full_unstemmed	Assessing service quality satisfying the expectations of library customers Peter Hernon ; Ellen Altman ; Robert E. Dugan
title_short	Assessing service quality
title_sort	assessing service quality satisfying the expectations of library customers
title_sub	satisfying the expectations of library customers
topic	Bibliothek (DE-588)4006439-6 gnd Leistungsmessung (DE-588)4167290-2 gnd Benutzung (DE-588)4144483-8 gnd
topic_facet	Bibliothek Leistungsmessung Benutzung
url	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027910037&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
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