Assessing Service Quality : Satisfying the expectations of library customers (Paperback, 3 ed)

1. Understanding ends and means 2. A look in the library mirror 3. “Your mission, should you choose to accept it...” 4. Measuring and evaluating the components of high-quality service 5. What can go wrong with numbers? 6. Different ways of listening to customers 7. Managing the three Cs (comments, complaints, and compliments) 8. Listening through surveys 9. Listening through focus group interviews 10. Customer-related metrics and requirements 11. Satisfaction and service quality: separate but intertwined 12. Interpreting findings to improve customer service 13. Embracing change - continuous improvement