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Putting the Customer First! Managing Customer Satisfaction

By Vogt, Hannelore, Dr.

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Book Id: WPLBN0000661936
Format Type: PDF eBook
File Size: 1.05 MB.
Reproduction Date: 2004

Title: Putting the Customer First! Managing Customer Satisfaction  
Author: Vogt, Hannelore, Dr.
Volume:
Language: English
Subject: Library science, Professional report., Libraries
Collection: Public Libraries International Network Collection
Subcollection:
Historic
Publication Date:
Publisher: Public Libraries International Network

Description
Professional Publication

Excerpt
Preface/Executive Summary: ?Customer satisfaction? ? already old hat for many libraries? Unfortunately not! When searching the specialist librarian press for terms such as ?customer satisfaction? or ?customer orientation,? HERNON/ALTMAN (1998:8) state that they found hardly anything. They classify the available literature as ?[...] overwhelmingly, even oppressively, behaviorally based: uses, not users, system performance, not patron perception.? Furthermore, the terms customer satisfaction and service quality are often used as synonyms. This leads to clarity and precision problems during the realization process. The fact that libraries seldom discuss the topic sufficiently points to a corresponding need for basic information.

Table of Contents
Contents Preface / Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 1 Introduction: Basics of Customer Orientation . . . . . . . . . . . . . . . . . . . . 9 1.1 Term and Current Status of Customer Orientation . . . . . . . . . . . . . . . . . 9 1.2 Customer Satisfaction ? a Key Factor for Customer Retention . . . . . . . . 10 1.3 Customer Retention in Non-Profit Institutions . . . . . . . . . . . . . . . . . . . . 12 2 General Conditions in Public Libraries . . . . . . . . . . . . . . . . . . . . . . . . . . 16 2.1 Customer Orientation and Customer Retention in Public Libraries . . . . 16 2.2 Problems with Realizing Customer Orientation in the Field of Libraries . 18 3 Methods for Establishing and Optimizing Customer Satisfaction . . . . . . 20 3.1 Focus Groups Discussion ? in Discourse with the Customers . . . . . . . . . 20 Case Studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 United Kingdom: London/Bromley, London/Sutton, London/Brent . . . . . 23 Germany: Gtersloh/Bertelsmann Stiftung, Mlheim/Ruhr, Bremen . . . . 26 New Zealand: Wellington, Christchurch . . . . . . . . . . . . . . . . . . . . . . . . . 27 Australia: Brisbane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 3.2 Mystery Shopping ? More Quality through Test Customers . . . . . . . . . . 28 Case Studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 USA: Englewood/Colorado, Modesto/Kalifornien . . . . . . . . . . . . . . . . . . 30 Germany: Gtersloh, Wrzburg . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 The Netherlands: Delft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 New Zealand: Waitakere, Wellington . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 United Kingdom: Ballymena/Northern Ireland, London/Bromley, London/Sutton . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 London/Brent 3.3 Complaint Management as a Success Factor . . . . . . . . . . . . . . . . . . . . . . 39 Case Studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Germany: Gelsenkirchen, Gtersloh, Bremen, Wrzburg Finland: Helsinki . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 United Kingdom: London/Bromley, London/Barnet, London/Sutton, West Lothian Libraries/Scotland, Ballymena/Northern Ireland . . . . . . . . 45 New Zealand: Wellington, Christchurch . . . . . . . . . . . . . . . . . . . . . . . . . 50 Singapore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 USA: Denver/Colorado, Seattle/Washington . . . . . . . . . . . . . . . . . . . . . . 51

 

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