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 -- Different ways of listening to customers -- Managing the three Cs (comment, complaints, and compliments) -- Listening to surveys -- 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