Understanding Ends and Means -- A Look in the Library Mirror -- "Your Mission, Should You Choose to Accept It ..." -- Measuring and Assessing the Components of Service Quality -- What Can Go Wrong with Numbers -- Compliment and Complaint Management -- Listening to Customers through Surveys -- Listening to Customers through Focus Group Interviews -- Customer-Related Indicators and Requirements -- Satisfaction and Service Quality: Separate but Intertwined -- Interpreting Findings to Improve Customer Service -- Embracing Change - Continuous Improvement

1. Public services (Libraries) -- Evaluation
2. Public services (Libraries) -- United States -- Evaluation