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Author: Peter Hernon
Publisher: American Library Association
ISBN: 0838913105
Category : Language Arts & Disciplines
Languages : en
Pages : 552
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Book Description
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.
Author: Peter Hernon
Publisher: American Library Association
ISBN: 0838913105
Category : Language Arts & Disciplines
Languages : en
Pages : 552
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Book Description
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.
Author: Lewlyn L. R. Rodrigues
Publisher: Anchor Academic Publishing (aap_verlag)
ISBN: 3954890526
Category : Business & Economics
Languages : en
Pages : 85
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Book Description
This book is very useful for it is not just 'descriptive' in its nature, but 'prescriptive', too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: 'Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?' This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the "research bent of mind" to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional gu
Author: Horst U. Lammermeyr
Publisher: ASQ Quality Press
ISBN: 9780527916282
Category : Business & Economics
Languages : en
Pages : 302
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Book Description
Author: Roland T. Rust
Publisher: SAGE
ISBN: 0803949200
Category : Business & Economics
Languages : en
Pages : 201
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Book Description
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Author: Peter Hernon
Publisher: American Library Association
ISBN: 9780838907894
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
Author: Valarie A. Zeithaml
Publisher: Simon and Schuster
ISBN: 1439137471
Category : Business & Economics
Languages : en
Pages : 190
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Book Description
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author: John A. Czepiel
Publisher:
ISBN:
Category : Service industries
Languages : en
Pages : 122
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Book Description
Author: Peter Hernon
Publisher: American Library Association
ISBN: 0838911951
Category : Language Arts & Disciplines
Languages : en
Pages : 257
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Book Description
Everyone agrees that evaluation of library services is essential, but without a background in research it can be a challenge to apply abstract concepts such as strategic planning, evidence-based decision making, and accountability to real-world situations. Finally library managers have a workbook to help them master key concepts of service quality assessment, offering directed exercises and worksheets to guide them. Firmly rooted in practical application, this book Presents an overview of evaluation and the types of metrics, linking them to strategic planning and infrastructure Examines qualitative versus quantitative measures Shows how to decide which metrics are relevant to one’s own institution, covering benchmarking, best practices, peer group filters, and those metrics that offer a high return on investment Includes pointers for launching and maintaining successful library evaluation through flexibility and smart delegation among library staff Offers advice on marshaling data to effectively communicate the value and impact of a library and its services, no matter the audience Complete with a detailed list of sources for metrics and concrete examples of evaluation in practice, this workbook will be both valuable and immediately useful to managers at academic and public libraries, as well as to library trustees and others interested in assessing service quality.
Author: Peter Hernon
Publisher: American Library Association
ISBN: 9780838908136
Category : Language Arts & Disciplines
Languages : en
Pages : 216
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Book Description
This book examines the process of assessing if and how well students and library users are learning from the resources the library provides. The book provides data collection tools for measuring both learning and research outcomes that link outcomes to user satisfaction and includes detailed examples from actual outcomes assessment programs.
Author: Jo Bell Whitlatch
Publisher: American Library Association
ISBN: 9780838907870
Category : Language Arts & Disciplines
Languages : en
Pages : 236
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Book Description
With this handy new guidebook, reference luminary Jo Bell Whitlatch outlines practical methods for evaluating and delivering excellent reference service to the technology-savvy library user of today.
