Delivering Satisfaction and Service Quality

Delivering Satisfaction and Service Quality

A Customer-based Approach for Libraries

Book - 2001
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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.
Publisher: Chicago : American Library Association, 2001.
ISBN: 9780838907894
Characteristics: xiv, 181 p. : ill. ; 28 cm.
Additional Contributors: Whitman, John R.


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