Customer Service in the Information Environment
De Gruyter (Verlag)
978-3-598-24362-2 (ISBN)
Frontmatter -- Introduction to the series -- Contents -- Foreword -- Part I. Customer service: an introduction -- Chapter One. Definitions and concepts -- Chapter Two. Why be concerned about customer service? -- Part II. Initial stages -- Chapter Three. Defining the role of the information service unit -- Chapter Four. Informal - and not-so-informal - intelligence gathering -- Chapter Five. Defining the market and selecting specific user groups -- Part III. The players -- Chapter Six. Nurturing the culture: management and staff together -- Chapter Seven. Whose information is it anyway? Involving users in the process -- Part IV. Key tools -- Chapter Eight. The needs analysis, user survey and the information audit -- Chapter Nine. The marketing information system -- Chapter Ten. Designing and implementing the Customer Service Plan -- Part V. Benefits to the customer/user -- Chapter Eleven. Quality assurance, standards and quality services -- Chapter Twelve. Follow-up and analysis, evaluation, and measurement -- Selected bibliography -- Index
Frontmatter -- Introduction to the series -- Contents -- Foreword -- Part I. Customer service: an introduction -- Chapter One. Definitions and concepts -- Chapter Two. Why be concerned about customer service? -- Part II. Initial stages -- Chapter Three. Defining the role of the information service unit -- Chapter Four. Informal - and not-so-informal - intelligence gathering -- Chapter Five. Defining the market and selecting specific user groups -- Part III. The players -- Chapter Six. Nurturing the culture: management and staff together -- Chapter Seven. Whose information is it anyway? Involving users in the process -- Part IV. Key tools -- Chapter Eight. The needs analysis, user survey and the information audit -- Chapter Nine. The marketing information system -- Chapter Ten. Designing and implementing the Customer Service Plan -- Part V. Benefits to the customer/user -- Chapter Eleven. Quality assurance, standards and quality services -- Chapter Twelve. Follow-up and analysis, evaluation, and measurement -- Selected bibliography -- Index
| Erscheint lt. Verlag | 4.2.1994 |
|---|---|
| Reihe/Serie | Information Services Management Series |
| Verlagsort | Berlin/Boston |
| Sprache | englisch |
| Maße | 155 x 230 mm |
| Gewicht | 378 g |
| Themenwelt | Geisteswissenschaften ► Psychologie ► Allgemeines / Lexika |
| Sozialwissenschaften ► Kommunikation / Medien ► Buchhandel / Bibliothekswesen | |
| Schlagworte | Aktiengesetz • Allgemeines, Nachschlagewerke • Auskunftsdienst • Bibliothek • Book studies • Environment • Formation • GROSSKOMM. • Information • L.24 • LANGUAGE ARTS & DISCIPLINES • Libraries and Library Science • Library & Information Science • Library and Information Science • Library and Information Science, Book Studies • P.95-117 • Service |
| ISBN-10 | 3-598-24362-6 / 3598243626 |
| ISBN-13 | 978-3-598-24362-2 / 9783598243622 |
| Zustand | Neuware |
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