Assessing service quality
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<n814b4c9fcd5e414798e623249ad5b92fb3>
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"NL-AmRIJ" |
| schema:value | "256262" |
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<n814b4c9fcd5e414798e623249ad5b92fb4>
| schema:text | 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. |
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aat:300195187 |
schema:about →
<n814b4c9fcd5e414798e623249ad5b92fb2>
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"Public services (Libraries)--Evaluation--United States" |
schema:about →
<n814b4c9fcd5e414798e623249ad5b92fb1>
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schema:alternate |
"Public services (Libraries)--Evaluation" |