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Overview
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.
Synopsis
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.
Library Journal
What makes this book different from other works on the measurement and evaluation of academic library services is its focus on the customer. The authors first provide theoretical background on service quality (which is broader than customer satisfaction) and then develop, through interviews and surveys, a practical framework for service quality and two data collection instruments. In this approach, such considerations as comparative collection size, credentials of librarians, and bibliographic instruction (which students do not demand) recede in importance. What do matter are such factors as whether the materials are shelved correctly, the computers and other pieces of equipment work, the staff members are friendly and helpful, and the information provided is accurate. The goal is to improve services and achieve customer-service excellence. Although some may balk at this Federal Express approach to evaluating library services, all academic librarians should give this book some thought.Thomas F. O'Connor, Manhattan Coll. Libs., New York