Delivering satisfaction and service quality : a customer-based approach for libraries
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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.
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Delivering satisfaction and service quality : a customer-based approach for libraries, Peter Hernon, John R. Whitman
- Language
- Released
- 2001
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- Title
- Delivering satisfaction and service quality : a customer-based approach for libraries
- Language
- English
- Authors
- Peter Hernon, John R. Whitman
- Publisher
- American Library Association
- Released
- 2001
- Format
- Paperback
- ISBN10
- 083890789x
- ISBN13
- 9780838907894
- Category
- Business and Economics, Motivation and Self-help
- 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.