Delivering Satisfaction and Service Quality

Delivering Satisfaction and Service Quality

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Discusses methods for understanding what library patrons want in order to improve services, covering strategies to evaluate customer satisfaction, use computer technology to conduct surveys, analyze survey results, and spot trends.The ACSI [American Customer Satisfaction Index] uses the only direct way to find out how satisfied or dissatisfied people are a€” that is, to ask them.1 A key step in the service plan is asking for feedback from customers and staff. This process isanbsp;...

Title:Delivering Satisfaction and Service Quality
Author:Peter Hernon, John R. Whitman
Publisher:American Library Association - 2001-01


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