Service Quality in Academic Libraries by Peter Hernon
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.-
Library and Information Science Research
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The Role and Importance of Managing Information for Competitive Positioning in Economic Development
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Research for School Library Media Specialists
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Records Management and the Library
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Gatekeepers in Ethnoloinguistic Communities
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Information Policy
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Libraries
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Inventing the Future
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Meaning and Method in Information Studies
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Public Library Youth Services
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New Organizational Designs
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Information of the Image, 2nd Edition
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Research Misconduct
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Unobtrusive Evaluation of Reference Service and Individual Responsibility
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Organizational Decision Making and Information
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Statistics
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Reclaiming the American Library Past
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Understanding Information Retrieval Interactions
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The Impact of Information Policy
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The Dissemination of Spatial Data
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Evaluation and Library Decision Making
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For Information Specialists
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Deep Information
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Silencing Science
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United States Government Information Policies
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A Practical Guide to Managing Information for Competitive Positioning in Economic Development
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Public Access to Government Information
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United States Scientific and Technical Information Policies
Peter Hernon is professor of library and information science at Simmons College, Boston, MA. He is the author of 50 books, including Library Unlimited's Viewing Library Metrics from Different Perspectives and Making a Difference: Leadership and Academic Libraries; and Praeger's Federal Information Policies in the 1990s: Views and Perspectives.
| SKU | Unavailable |
| ISBN 13 | 9781567502091 |
| ISBN 10 | 1567502091 |
| Title | Service Quality in Academic Libraries |
| Author | Peter Hernon |
| Series | Contemporary Studies In Information Management Policies And Services Ser |
| Condition | Unavailable |
| Binding Type | Hardback |
| Publisher | Bloomsbury Publishing Plc |
| Year published | 1996-01-01 |
| Number of pages | 204 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |