Document (#10068)

Author

Millson-Martula, C.
Menon, V.

Title

Customer expectations : concepts and reality for academic library services

Source

College and research libraries. 56(1995) no.1, S.33-47

Year

1995

Abstract

As academic libraries continue to evolve as service organizations, they should focus in their users as customers and develop programmes of service that meet or exceed use expectations and the overriding goal will become customer satisfaction. Discusses the elements that determine expectations as well as the existing gaps that relate to customer expectations and service performance and possible strategies for narrowing these gaps, including: enhanced communication between the library and improved management

Theme

Informationsdienstleistungen

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