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| Main Authors: | , |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1995
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ497864 |
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Table of Contents:
- Measuring Quality in Special Libraries: Lessons from Service Marketing. White, Marilyn Domas Abels, Eileen G. Data Collection Evaluation Methods Library Services Marketing Measurement Techniques Models Performance Special Libraries Surveys the service marketing literature for models and data-gathering instruments measuring service quality, particularly the instruments SERVQUAL and SERVPERF, and assesses their applicability to special libraries and information centers. Topics include service characteristics and definitions of service; performance-minus-expectations and performance-based approaches; and applicability of service marketing. (26 references) (DGM)