Service Quality in Academic Libraries

Service Quality in Academic Libraries

by Peter Hernon, Ellen Altman


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Product Details

ISBN-13: 9781567502107
Publisher: ABC-CLIO, Incorporated
Publication date: 01/01/1996
Series: Information Management, Policy and Service Series
Pages: 206
Product dimensions: 6.00(w) x 9.00(h) x 0.44(d)

Table of Contents

List of Figures

List of Tables



The Customer is Key. Evaluation. Service Quality as Reflected in the Literature

Application of Service Quality to Academic Libraries. Surveying Customers

Creating a Service Quality Information System

Looking at Service Quality in Your Library

A Critical Leadership Role

Service Quality: A Critical Issue Confronting Higher Education

Appendix A: Service Quality for Library Users: A Survey Instrument

Appendix B: Library Customer Survey

Appendix C: Participants to Phase One


Author Index

Subject Index.

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