Assessing Service Quality by Peter Hernon
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.
Peter Hernon is a professor at Simmons College (Graduate School of Library and Information Science, Boston) and the principal faculty member for the doctoral program, Managerial Leadership in the Information Professions. He was the 2008 recipient of the Association of College and Research Libraries’ award for Academic/Research Librarian of the Year, is the co-editor of Library & Information Science Research, and has taught, conducted workshops, and delivered addresses in ten countries outside the United States. He is the author or coauthor of 55 books, including Reflecting on the Future of Academic and Public Libraries. Robert E Dugan is the dean of libraries at the University of West Florida (Pensacola, FL). Prior to assuming this position, he had been at Suffolk University, Boston; Wesley College, Dover, DE; and Georgetown University, Washington, DC. He has also worked in state and public libraries during his nearly 40-year career. He is the coauthor of eleven books. Joseph R Matthews is a consultant specializing in strategic planning, assessment, evaluation of library services, customer service, use of performance metrics, and the balanced scorecard. He is the author of several books, including Reflecting on the Future of Academic and Public Libraries.
| SKU | Unavailable |
| ISBN 13 | 9781783300594 |
| ISBN 10 | 1783300590 |
| Title | Assessing Service Quality |
| Author | Peter Hernon |
| Condition | Unavailable |
| Binding Type | Paperback |
| Publisher | Facet Publishing |
| Year published | 2015-05-31 |
| Number of pages | 232 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |