Format:
XI, 206 S.
Edition:
2nd ed
ISBN:
9780838910214
Content:
Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it ..." -- Measuring and evaluating the components of service quality -- What can go wrong with numbers -- Managing the three C's (comments, complaints, and compliments) -- Listening to customers through surveys -- Listening to customers through focus group interviews -- Customer-related indicators and requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change/continuous improvement
Note:
Includes bibliographical references and index
Language:
English
Subjects:
General works
Keywords:
Bibliothek
;
Benutzung
;
Leistungsmessung
