Assessing service quality: satisfying the expectations of library customers

Contents

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 -- Interpreting findings to improve customer service -- Embracing change - continuous improvement.