"...well-organized, and could easily be used as a textbook for library students... [This book] is a useful and targeted approach to measuring service quality and improving customer satisfaction for public and academic libraries, and I recommend it for students and librarians involved in this area."
MLS Book Review
"What makes this book especially valuable is the way the authors provide a context and historical perspective to support and illustrate the recommendations made. This is an excellent resource for both beginning and seasoned library directors, with a good combination of basic library administrative information, and challenging suggestions for encouraging library service growth and development."
Library Mosaics
"The issue of customer service has taken central stage within library literature. This focus is fueled both by the increased competition of information providers and the expanded universe of resources and services libraries are expected to support. The authors are uniquely qualified in this area. ... Hernon and Whitman provide a conceptual framework for examining the issue of service quality and customer satisfaction. The real value of the work, however, is the practical tools it provides librarians in developing strategies to manage and assess service quality. ... Anyone planning a user study or survey would be well advised to consult Hernon and Whitman before they send out the next survey!"
portal: Book Reviews
Books
Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries, by Peter Hernon and John R. Whitman, American Library Association order # 0789-X-2115 (ALA members, $36; others $40). Click on the book to go to the ALA site.
Japanese edition (below right) published by Maruzen Co., Ltd., Japan. Korean translation from Keimyung University Press. Click on the book to go to the Maruzen site.
