Academic journal article Reference & User Services Quarterly

Assessing Service Quality: Satisfying the Expectations of Library Customers

Academic journal article Reference & User Services Quarterly

Assessing Service Quality: Satisfying the Expectations of Library Customers

Article excerpt

Assessing Service Quality: Satisfying the Expectations of Library Customers. 3rd edition. By Peter Hernon, Ellen Altman, and Robert E. Dugan. Chicago: ALA, 2015. 232 p. Paper $75.00 (ISBN 978-0-8389-1308-6).

We all know that libraries are under pressure to reinvent services and programs to meet the changing demographics and demands of our current and future users as well as to maintain relevancy in the digital age. Shrinking budgets and competition for funding weigh heavily on the minds of all library administrators. Providing outstanding service is at the heart of the library, and, as stated in the introduction to this third edition of a classic favorite on service, "customers are more than a source for data collection; they are the reason for the existence of libraries" (xii). The authors have updated this book to reflect new ways to measure library service, which does not always include rating the library by the size of the collection, but rather by ensuring that service is tied directly to a strong mission and vision. The book is divided into chapters that address components of a strong service program, including writing a strong mission statement, measuring and evaluating services, developing benchmarks, administering surveys, and implementing action steps to improve customer service. The final chapter is titled "Embracing Change--Continuous Improvement," and it emphasizes the importance of staff flexibility and training. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.