Customer Service in the Information Environment: Information Services Management Series
Editat de Guy St. Clairen Limba Engleză Hardback – 31 dec 1993
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Specificații
ISBN-13: 9783598243622
ISBN-10: 3598243626
Pagini: 144
Dimensiuni: 155 x 230 x 14 mm
Greutate: 0.4 kg
Ediția:Reprint 2012
Editura: De Gruyter
Colecția De Gruyter
Seria Information Services Management Series
Locul publicării:Berlin/Boston
ISBN-10: 3598243626
Pagini: 144
Dimensiuni: 155 x 230 x 14 mm
Greutate: 0.4 kg
Ediția:Reprint 2012
Editura: De Gruyter
Colecția De Gruyter
Seria Information Services Management Series
Locul publicării:Berlin/Boston
Cuprins
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