Assessing Service Quality: Satisfying the Expectations of Library Customers

Rating:
Summary: an excllent guide to conduct surveys!
Review: Want to know how to make your patrons/clients/customers happier and by doing so, Ellen Altman meet their expectations; then you should read this guide book, Assessing Service Quality: Satisfying the Expectations of Library Customers by Peter Hernon, Ellen Altman. This book discuses such issues as service quality ( how can we improve service quality so that our patrons feel satisfied), the difference between the usage of patrons, customers and clients. Being a library student, I personally think that this is merely semantics. Hernon and Altman do such an outstanding job that one has a full working knowledge of how to better serve the patrons after having read this excellent book.