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Interlibrary loan/document delivery and customer satisfaction : strategies for redesigning services

Author: Pat Weaver-Meyers; Wilbur A Stolt; Yem S Fong
Publisher: New York : Haworth Press, ©1996.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:

This collection was conceived as a byproduct of a 1995 customer satisfaction survey on interlibrary loan conducted by the Greater Midwest Research Library Consortium (GMRLC). Several of the ten  Read more...

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Genre/Form: Aufsatzsammlung
Document Type: Book
All Authors / Contributors: Pat Weaver-Meyers; Wilbur A Stolt; Yem S Fong
ISBN: 078900013X 9780789000132 078900304X 9780789003041
OCLC Number: 35198666
Notes: "Has also been published as Journal of library administration volume 23, numbers 1/2 1996"--Title page verso.
Description: 265 pages : illustrations ; 22 cm
Contents: Introduction / Pat L. Weaver-Meyers, Wilbur A. Stolt and Yem S. Fong --
GMRLC Negotiations for an Interstate Courier: History, Results, and Trends / Cherie Geiser and Rachel Miller --
Delivery Speed, Timeliness and Satisfaction: Patrons' Perceptions About ILL Service / Pat L. Weaver-Meyers and Wilbur A. Stolt --
The Value of Interlibrary Loan: An Analysis of Customer Satisfaction Survey Comments / Yem S. Fong --
Patron Satisfaction at Any Cost? A Case Study of Interlibrary Loan in Two U.S. Research Libraries / Lee-Allison Levene and Wayne Pedersen --
Changing Workloads and Productivity in Interlibrary Loan / Nancy E. Paine and John Ward --
Interlibrary Loan Management Software: A Comparative Analysis of SAVEIT, AVISO and PRS / Yem S. Fong, Penny Donaldson and Enid Teeter --
How Much Are Customers Willing to Pay for Interlibrary Loan Service? / Molly Murphy and Yang Lin. ZAP: An Electronic Request System. Planning, Development and Adaptation in a Network Environment / Tom Delaney --
Empowering the Patron: Redesigning Interlibrary Loan Services / Barbara G. Preece and Susan Logue --
A Manager's Viewpoint: Opportunities for Radical Paradigm Shifts / Brice G. Hobrock.
Responsibility: Pat L. Weaver-Meyers, Wilbur A. Stolt, Yem S. Fong, editors.
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Primary Entity

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