Guardado en:
| Autor principal: | |
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| Formato: | Recurso educativo Open Access |
| Lenguaje: | en |
| Publicado: |
1993
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| Materias: | |
| Acceso en línea: | https://eric.ed.gov/?id=EJ469104 |
| Etiquetas: |
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Tabla de Contenidos:
- Customer Service: Another Side of TQM. Sirkin, Arlene Farber Administrative Principles Library Administration Library Services Organizational Theories Quality Control Total Quality Management User Needs (Information) User Satisfaction (Information) Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve customer service and satisfaction. (EAM)