Bill Hernon`s Modern "a " Frame Technique: An Expedient Guide for Intermediate Through Expert Skiing, Hernon Bill
Автор: Hernon Peter, Altman Ellen, Dugan Robert E. Название: Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition ISBN: 0838913083 ISBN-13(EAN): 9780838913086 Издательство: Mare Nostrum (Eurospan) Цена: 82230.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors: Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services; Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined; Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction; Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric; Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups.This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
Автор: Hernon Ian Название: Robert Tressell - A Life in Hell: The Biography of the Author and His Ragged Trousered Philanthropists ISBN: 0993218326 ISBN-13(EAN): 9780993218323 Издательство: Неизвестно Цена: 27570.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Over the last century the novel 'The Ragged Trousered Philanthropists' has been credited with having more influence on the growth of the labour and trade union movement than Marx and Engels. Yet for a long time little was known about the author, a house-painter called 'Robert Tressell.' Ian Hernon has traced his life from Victorian Ireland and South Africa to Edwardian Hastings and, ultimately, Liverpool. It is the story of how arguably the greatest novel about the English working class sprang to life from Tressell's bitter experience and first-hand observations. It is also the personal story of a workmate and single parent who was much-loved in life and venerated after his premature death before his masterpiece was published. That masterpiece has particular resonance in today's political climate of austerity and division. With a preface by Len McCluskey, General Secretary of Unite the Union. Ian Hernon has been a journalist since 1969 and a lobby correspondent in the House of Commons since 1978. He is deputy editor of Tribune. His nine previously-published history books include 'Riot - Civil Insurrection from Peterloo to the Present Day', 'The Blair Decade', and 'Fortress Britain - All the Invasions and Incursions Since 1066'. "Hernon is an admirable narrative historian." - Mail on Sunday "Hernon writes sparingly and well. He is a political journalist of distinction." - Daily Express "One of the great qualities of Hernon's accounts is the pervasive humanity with which he describes the sufferings of those involved." - The late Robert Rhodes James "...intelligence and clarity." - Times Literary Supplement.
Автор: Hernon Peter Название: Library Leadership in the United States and Europe ISBN: 1610691261 ISBN-13(EAN): 9781610691260 Издательство: Bloomsbury Рейтинг: Цена: 49500.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book is the first to examine library and information science leadership in the United States and throughout Europe, providing a critical analysis and comparison of leadership in America versus in Europe and the United Kingdom.
Автор: Hernon Peter, Dugan Robert E., Schwartz Candy Название: Higher Education Outcomes Assessment for the Twenty-First Century ISBN: 1610692748 ISBN-13(EAN): 9781610692748 Издательство: Bloomsbury Цена: 42570.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book discusses recent trends in outcomes assessment, examines how state governments are reshaping the national discussion with higher education, and explains how libraries must respond to these changes.
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