Service Quality in Academic Libraries

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  • Author : Peter Hernon
  • Publisher : Greenwood Publishing Group
  • Pages : 187 pages
  • ISBN : 9781567502107
  • Rating : /5 from reviews
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Download or Read online Service Quality in Academic Libraries full in PDF, ePub and kindle. this book written by Peter Hernon and published by Greenwood Publishing Group which was released on 20 September 1996 with total page 187 pages. We cannot guarantee that Service Quality in Academic Libraries book is available in the library, click Get Book button and read full online book in your kindle, tablet, IPAD, PC or mobile whenever and wherever You Like. 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 : 20 September 1996
GET THIS BOOK Service Quality in Academic Libraries

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),

Service Quality in Academic Libraries

Service Quality in Academic Libraries
  • Author : Peter Hernon,Ellen Altman
  • Publisher : Greenwood Publishing Group
  • Release : 20 September 1996
GET THIS BOOK Service Quality in Academic Libraries

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),

Customer Service in Academic Libraries

Customer Service in Academic Libraries
  • Author : Stephen Mossop
  • Publisher : Elsevier
  • Release : 06 October 2015
GET THIS BOOK Customer Service in Academic Libraries

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 organisational and individual attention on understanding and meeting the needs of the customer. For customers, the library’s Front Line team is the ‘human face’ of the library. How well

Assessing Service Quality

Assessing Service Quality
  • Author : Peter Hernon,Ellen Altman,Robert E. Dugan
  • Publisher : American Library Association
  • Release : 12 May 2015
GET THIS BOOK Assessing Service Quality

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

Quality and the Academic Library

Quality and the Academic Library
  • Author : Jeremy Atkinson
  • Publisher : Chandos Publishing
  • Release : 24 February 2016
GET THIS BOOK Quality and the Academic Library

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 quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives

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 : 20 September 2021
GET THIS BOOK Digital reference services in academic libraries

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 of digital reference services (DRS) in four selected public academic libraries in Malaysia. Focused is given on the awareness, usage, users’ perception, users’ satisfaction, library’s performance, and looked at

Building a Successful Customer service Culture

Building a Successful Customer service Culture
  • Author : Maxine Melling,Joyce Little
  • Publisher : Facet Publishing
  • Release : 20 September 2021
GET THIS BOOK Building a Successful Customer service Culture

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 techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form

An Introduction to Reference Services in Academic Libraries

An Introduction to Reference Services in Academic Libraries
  • Author : Elizabeth Connor
  • Publisher : Routledge
  • Release : 11 January 2013
GET THIS BOOK An Introduction to Reference Services in Academic Libraries

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 around the United States offer unique perspectives and solid information in an active learning format that requires students to think and learn. The book provides a stimulating starting point for

Creating the Customer driven Academic Library

Creating the Customer driven Academic Library
  • Author : Jeannette A. Woodward
  • Publisher : American Library Association
  • Release : 20 September 2021
GET THIS BOOK Creating the Customer driven Academic Library

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.

Marketing Today s Academic Library

Marketing Today s Academic Library
  • Author : Brian Scott Mathews
  • Publisher : American Library Association
  • Release : 20 September 2021
GET THIS BOOK Marketing Today s Academic Library

In this study, Brian Mathews uses his vast experience to speak directly to the academic library practitioner about matching services with user needs. This book proposes new visions and ideas, challenging the traditional way of thinking and providing a framework to target users more precisely.

The Changing Academic Library

The Changing Academic Library
  • Author : John Budd
  • Publisher : Assoc of Cllge & Rsrch Libr
  • Release : 20 September 2021
GET THIS BOOK The Changing Academic Library

"The Changing Academic Library is a revision of Budd's The Academic Library: Its Context, Its Purpose, and Its Operation. This book has been completely updated and revised to reflect the dynamic states of higher education and academic libraries. It presents a critical examination of major issues facing colleges and universities and the unique challenges that their libraries must come to grips with. Current practice is reviewed, but it is examined in the broader context of educational needs, scholarly communication, politics

The Human Side of Reference and Information Services in Academic Libraries

The Human Side of Reference and Information Services in Academic Libraries
  • Author : Lesley Farmer
  • Publisher : Elsevier
  • Release : 31 January 2007
GET THIS BOOK The Human Side of Reference and Information Services in Academic Libraries

This book examines the questions: how academic libraries provide value-added reference and information services in the digital age. It provides best practices from a global perspective. The book starts by looking at the information needs and info-seeking behaviours of university students and faculty. Then it examines the use cycle: consumer, instruction, and producer. It examines the resource cycle: collection development, instructor, maintenance. What are the essential elements of reference: orientation, instruction, collaborative planning, products? Focuses on information needs and information-seeking

Supply Chain Management for Collection Services of Academic Libraries

Supply Chain Management for Collection Services of Academic Libraries
  • Author : John Wang
  • Publisher : Chandos Publishing
  • Release : 23 August 2017
GET THIS BOOK Supply Chain Management for Collection Services of Academic Libraries

Library Supply Chain Management for Collection Services of Academic Libraries: Solving Operational Challenges and Enhancing User Productivity contains three sections, each comprised of several topical chapters on a particular subject. Part One explains why supply chain management is vital to libraries. Part Two builds on Part One, beginning with a classic supply chain model, including its brief history and current development. Part Three suggests a theoretical supply chain model based on emerging technological advancements of society. This model will develop

One person Puppetry Streamlined and Simplified

One person Puppetry Streamlined and Simplified
  • Author : Yvonne Amar Frey
  • Publisher : American Library Association
  • Release : 01 January 2005
GET THIS BOOK One person Puppetry Streamlined and Simplified

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 ages.

Cases on Research Support Services in Academic Libraries

Cases on Research Support Services in Academic Libraries
  • Author : Fernández-Marcial, Viviana,González-Solar, Llarina
  • Publisher : IGI Global
  • Release : 28 August 2020
GET THIS BOOK Cases on Research Support Services in Academic Libraries

Academic libraries have traditionally had two key functions, to support teaching and to support research. In an evolving and competitive university environment, along with the emergence of various technologies and substantial changes in scientific communication, university management has reached a turning point. Academic libraries are facing a paradigm shift in the role they need to play to achieve the research objectives of universities. Research support services in academic libraries have evolved as a response to these changes. They are heterogeneous,