Assessing Service Quality

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 0838913105
Total Pages : 507 pages
Book Rating : 4.09/5 ( download)

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Download or read book Assessing Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2015-05-12 with total page 507 pages. Available in PDF, EPUB and Kindle. Book excerpt: This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

Author : Roland T. Rust
Publisher : SAGE
ISBN 13 : 0803949200
Total Pages : 201 pages
Book Rating : 4.01/5 ( download)

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Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 0838910211
Total Pages : 226 pages
Book Rating : 4.14/5 ( download)

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Download or read book Assessing Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2010-01-19 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: This classic book is brought fully up to date as Hernon and Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways.

Author : Lewlyn L. R. Rodrigues
Publisher : Anchor Academic Publishing (aap_verlag)
ISBN 13 : 3954895528
Total Pages : 81 pages
Book Rating : 4.26/5 ( download)

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Download or read book Service Quality Measurement: Issues and Perspectives written by Lewlyn L. R. Rodrigues and published by Anchor Academic Publishing (aap_verlag). This book was released on 2013-06-01 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the process of developing or using a metric in a problem situation, and prescriptive as it clearly prescribes how a beginner can put the theory into practice. In this globalized economy, maintaining quality of products and services has been the thrust area of interest among academicians and practitioners. Today, there are quite a good number of books and research articles available. Nevertheless, service quality measurement has always posed problems, particularly in the context of service industries due to the difficulty in the measurement of the intangibles and implied needs of the customers. The research literature is filled with articles on how to quantify the services, and there are several streams of arguments on the choice of the most ideal approach. However, the research gap lies in the answer to the question: ‘Do these measurement instruments concur in their measurement outcomes or do they give different results in the same situation?’ This book primarily makes an attempt to answer this question through a case study approach. Even though, there are several instruments for the measurement of service quality, the two most widely used instruments are SERVQUAL and SERVPERF metrics. Comprehensively, this book explains the systematic procedure of using both, the instruments in a service sector, and further, the procedure for conducting a statistical analysis so that one will be able to apply the same in any service sector. It then takes the reader through a series of tests in order to compare the two metrics, and to prove statistically if there is the same outcome in a problem situation. The results are sure to surprise the reader, and trigger the “research bent of mind” to undertake a similar study of such metrics and gain mastery over performing an independent research with very minimal guidance from a professional guide. To conclude, this book is sure to provide adequate inputs for a service quality researcher, and answer various questions wriggling in the mind of a beginner of service quality research such as: How shall I start with service quality measurement? How to collect data? How to select a sample? How to conduct a literature review? How to analyse the data? What research methodology is applicable? How to build hypothesis on my research? How to use statistical procedures? How to present the [...]

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 0838913083
Total Pages : 552 pages
Book Rating : 4.86/5 ( download)

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Download or read book Assessing Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2015-05-12 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.

Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 1439137471
Total Pages : 185 pages
Book Rating : 4.75/5 ( download)

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Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.

Author : Horst U. Lammermeyr
Publisher : ASQ Quality Press
ISBN 13 : 9780527916282
Total Pages : 302 pages
Book Rating : 4.85/5 ( download)

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Download or read book Human Relations, the Key to Quality written by Horst U. Lammermeyr and published by ASQ Quality Press. This book was released on 1990 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Evangelos Grigoroudis
Publisher : Springer Science & Business Media
ISBN 13 : 1441916407
Total Pages : 319 pages
Book Rating : 4.02/5 ( download)

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Download or read book Customer Satisfaction Evaluation written by Evangelos Grigoroudis and published by Springer Science & Business Media. This book was released on 2009-11-07 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 9780838908136
Total Pages : 216 pages
Book Rating : 4.36/5 ( download)

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Download or read book Action Plan for Outcomes Assessment in Your Library written by Peter Hernon and published by American Library Association. This book was released on 2002 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the process of assessing if and how well students and library users are learning from the resources the library provides. The book provides data collection tools for measuring both learning and research outcomes that link outcomes to user satisfaction and includes detailed examples from actual outcomes assessment programs.

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 9780838907894
Total Pages : 204 pages
Book Rating : 4.9X/5 ( download)

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Download or read book Delivering Satisfaction and Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2001 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.