Assessing Service Quality: Satisfying the Expectations of Library Customers, 3/e

Peter Hernon, Ellen Altman, and Robert E. Dugan

ISBN-13: 9780838913086

232 pages 
 8½ x 11 
 2015

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