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  E-mail Message: I thought you might be interested in this item at http://www.worldcat.org/oclc/33281839 Title: Service quality in academic libraries Author: Peter Hernon; Ellen Altman Publisher: Norwood, N.J. : Ablex, ©1996. ISBN/ISSN: 1567502091 9781567502091 1567502105 9781567502107 OCLC:33281839

  
  

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• Academic libraries -- United States.
• Libraries and students -- United States.
• Libraries and scholars -- United States.
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Service quality in academic libraries

Author:	Peter Hernon; Ellen Altman
Publisher:	Norwood, N.J. : Ablex, ©1996.
Series:	Information management, policy, and services.
Edition/Format:	Book : EnglishView all editions and formats
Summary:	Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.  Read more...
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