Service Quality in Academic Libraries

Written By Peter Hernon
Service Quality in Academic Libraries
  • Publsiher : Greenwood Publishing Group
  • Release : 10 August 1996
  • ISBN : 9781567502091
  • Pages : 187 pages
  • Rating : 4/5 from 21 reviews
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Read or download book entitled Service Quality in Academic Libraries written by Peter Hernon which was release on 10 August 1996, this book published by Greenwood Publishing Group. Available in PDF, EPUB and Kindle Format. Book excerpt: Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

Service Quality in Academic Libraries

Service Quality in Academic Libraries
  • Author : Peter Hernon,Ellen Altman
  • Publisher : Greenwood Publishing Group
  • Release Date : 1996
  • Total pages : 187
  • ISBN : 9781567502091
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Summary : Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for ...

Customer Service in Academic Libraries

Customer Service in Academic Libraries
  • Author : Stephen Mossop
  • Publisher : Elsevier
  • Release Date : 2015-10-06
  • Total pages : 152
  • ISBN : 9781567502091
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Summary : The term 'customer service' is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer service is essential. However, the term can be applied in a variety of ways, from a thin veneer of politeness, to an all-encompassing ethic focussing ...

One person Puppetry Streamlined Simplified

One person Puppetry Streamlined   Simplified
  • Author : Yvonne Amar Frey
  • Publisher : American Library Association
  • Release Date : 2005
  • Total pages : 168
  • ISBN : 9781567502091
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Summary : Most guides to puppetry assume elaborate set-ups. With library staffing and budgets stretched thin and other curricular commitments for teachers, few have the time or resources to develop full-blown puppet performances. Frey provides a puppet alternative to enrich story times, book talks and other library events for children of all ...

Building a Successful Customer service Culture

Building a Successful Customer service Culture
  • Author : Maxine Melling,Joyce Little
  • Publisher : Facet Publishing
  • Release Date : 2002
  • Total pages : 212
  • ISBN : 9781567502091
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Summary : As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the ...

Creating the Customer driven Academic Library

Creating the Customer driven Academic Library
  • Author : Jeannette A. Woodward
  • Publisher : American Library Association
  • Release Date : 2009
  • Total pages : 194
  • ISBN : 9781567502091
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Summary : Librarians are now faced with marketing to a generation of students who log on rather than walk in and this cutting edge book supplies the tools needed to keep customers coming through the door. In this book Jeannette Woodward attacks these and other pressing issues facing todays academic librarians....

Quality and the Academic Library

Quality and the Academic Library
  • Author : Jeremy Atkinson
  • Publisher : Chandos Publishing
  • Release Date : 2016-02-24
  • Total pages : 336
  • ISBN : 9781567502091
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Summary : Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement. An overview of quality management and service ...

Digital reference services in academic libraries

Digital reference services in academic libraries
  • Author : Wan Ab Kadir Wan Dollah
  • Publisher : The University of Malaya Press
  • Release Date : 2012
  • Total pages : 156
  • ISBN : 9781567502091
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Summary : Digital Reference Services in Academic Libraries presents the background of DRS, evolution of DRS, the concept of DRS, emerging models of DRS, benefits and limitation of DRS, personalized services, trends and challenges, technological developments, evaluation and guidelines, effectiveness and DRS in academic libraries. The case study examined the existing status ...

An Introduction to Reference Services in Academic Libraries

An Introduction to Reference Services in Academic Libraries
  • Author : Elizabeth Connor
  • Publisher : Routledge
  • Release Date : 2013-01-11
  • Total pages : 222
  • ISBN : 9781567502091
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Summary : An introductory text on various aspects of reference services—that requires your students to think! An Introduction to Reference Services in Academic Libraries is a comprehensive textbook that presents compelling case studies and thought-provoking essays that teach the principles of reference services. Eighteen authorities from private and public academic libraries ...

Stellar Customer Service Training Library Staff to Exceed Expectations

Stellar Customer Service  Training Library Staff to Exceed Expectations
  • Author : Mou Chakraborty
  • Publisher : ABC-CLIO
  • Release Date : 2016-08-29
  • Total pages : 213
  • ISBN : 9781567502091
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Summary : From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. • Provides model staff training programs that have been proven successful in real-world applications • ...

Delivering Satisfaction and Service Quality

Delivering Satisfaction and Service Quality
  • Author : Peter Hernon,John R. Whitman
  • Publisher : American Library Association
  • Release Date : 2001
  • Total pages : 181
  • ISBN : 9781567502091
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Summary : Discusses methods for understanding what library patrons want in order to improve services, covering strategies to evaluate customer satisfaction, use computer technology to conduct surveys, analyze survey results, and spot trends....

Library 2 0 Initiatives in Academic Libraries

Library 2 0 Initiatives in Academic Libraries
  • Author : Laura B. Cohen
  • Publisher : Assoc of Cllge & Rsrch Libr
  • Release Date : 2007
  • Total pages : 167
  • ISBN : 9781567502091
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Summary : Download or read online Library 2 0 Initiatives in Academic Libraries written by Laura B. Cohen, published by Assoc of Cllge & Rsrch Libr which was released on 2007. Get Library 2 0 Initiatives in Academic Libraries Books now! Available in PDF, ePub and Kindle....

Positioning the Academic Library within the University

Positioning the Academic Library within the University
  • Author : Leo Appleton
  • Publisher : Routledge
  • Release Date : 2021-05-14
  • Total pages : 332
  • ISBN : 9781567502091
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Summary : Academic libraries are facing uncertain times. The international higher education environment is very volatile and academic libraries and librarians can play a major role in helping to strategically position their parent institution within it. In doing so, there needs to be clarity as to what the position of the academic ...

Student Engagement and the Academic Library

Student Engagement and the Academic Library
  • Author : Loanne Snavely
  • Publisher : ABC-CLIO
  • Release Date : 2012
  • Total pages : 139
  • ISBN : 9781567502091
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Summary : "This unique book explores exciting programs and initiatives that can both engage undergraduate students with academic libraries and assist academic librarians in creating a vibrant library atmosphere"--...

Human Resource Management in Today s Academic Library

Human Resource Management in Today s Academic Library
  • Author : Janice Simmons-Welburn,Beth McNeil
  • Publisher : Libraries Unlimited
  • Release Date : 2004
  • Total pages : 181
  • ISBN : 9781567502091
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Summary : "Academic libraries underwent tremendous change during the last two decades of the 20th century as they sought redefinition as learning organizations. This book provides a comprehensive look at issues that shape the nature of human resources in academic libraries. As organizations, academic libraries have experienced significant changes in the role ...

Mistakes in Academic Library Management

Mistakes in Academic Library Management
  • Author : Jack E. Fritts Jr.
  • Publisher : Scarecrow Press
  • Release Date : 2009-09-02
  • Total pages : 140
  • ISBN : 9781567502091
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Summary : Mistakes in Academic Library Management: Grievous Errors and How to Avoid Them addresses the most common library management issues, examining mistakes that anyone in a library management position could make, coupled with suggestions for how the issue could be better handled or avoided. The result is the recognition and formation ...