Service Quality in Academic Libraries

by Peter Hernon and Ellen Altman

Book Overview

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...

• Format: Hardcover
• Language: English
• ISBN: 1567502091
• ISBN13: 9781567502091
• Release Date: January 1996
• Publisher: Praeger
• Length: 204 Pages
• Weight: 0.98 lbs.
• Dimensions: 0.6" x 6.2" x 9.3"