Document (#9924)

Author

Bicknell, T.

Title

Focusing on quality reference service

Source

Journal of academic librarianship. 20(1994) no.2, S.77-81

Year

1994

Abstract

Literature from the service industries consistently defines quality service in terms of the user, whereas library literature rarely defines quality reference service other than in simple quantitative terms. Quality reference service meets user needs and expectations through appropriate staff behaviour and communication skills, a user friendly environment, and suitable levels of staff morale and workload

Theme

Informationsdienstleistungen

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5. Biddiscombe, R.: CD-ROM and the reference librarian : the end of innocence (1992) 0.14

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