Assessing Service Quality

September 1, 2015

As libraries continue to transform owing to technological advances, declining resources, and changes in the ways people access information, it is essential that library managers and administrators implement better ways of measuring and improving customer service. Coauthors Hernon and Ellen Altman, who collaborated on the second edition of this work, are joined by Robert E. Dugan (Managing with Data). Here they examine the latest trends in librarianship and in providing fresh ways of obtaining and evaluating service quality, arguing that the old means of assessment (inputs, outputs, and outcomes) no longer apply, and recommend an approach that strongly emphasizes listening to customers through methods such as surveys, focus groups, and social networking. Furthermore, they provide ways in which to interpret the findings to improve customer service. The text is supplemented with numerous charts, graphs, and sample surveys. Librarians are encouraged to choose among the procedures and examples that best address their specific needs. Since customers are the reason libraries exist, a strong customer service strategy linked to the library's mission statement and vision is a must for any library. This book will help libraries to achieve that purpose. VERDICT Recommended for library managers, administrators, and MLIS students. A valuable addition to the professional collection of an academic or public library.--Dave Pugl, Ela Area P.L., Lake Zurich, IL

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