Listening to the Customer - Softcover

A thorough explanation of how a voice-of-the-customer program for libraries can give customers the opportunity to make their opinions known, enabling libraries to develop services that meet or exceed their patrons' changing expectations. * Ten sidebars highlight specific libraries and what they are doing * Numerous illustrative figures clarify key points * An extensive bibliography compiles works related to customer service and implementing a voice-of-the-customer program

Peter Hernon is professor of library and information science at Simmons College, Boston, MA. Joseph R. Matthews is a consultant who has assisted numerous academic, public, and special libraries in a wide variety of projects.