Peter Hernon

Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition (Updated) Peter Hernon

Marc Notes: Includes bibliographical references and index. Publisher Marketing: 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. Contributor Bio:  Hernon, Peter Peter Hernon lives near Chicago with his wife, Janice, and two daughters. An editor for the Chicago Tribune, he has written five books and was co-author of a bestselling look at the Anheuser-Busch dynasty: Under the Influence. Contributor Bio:  Altman, Ellen Formerly of University of Arizona, TusconContributor Bio:  Dugan, Robert E 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, including Viewing Library Metrics from Different Perspectives.