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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