Service Quality and Customer Satisfaction: An Assessment and Future Directions.
Fuente:
ERIC Institute of Education Sciences
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| Autori principali: | , , |
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| Natura: | Recurso educativo Open Access |
| Lingua: | en |
| Pubblicazione: |
1999
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| Soggetti: | |
| Accesso online: | |
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| _version_ | 1867181577637724160 |
|---|---|
| author | Hernon, Peter Nitecki, Danuta A. Altman, Ellen |
| author_facet | Hernon, Peter Nitecki, Danuta A. Altman, Ellen Hernon, Peter Nitecki, Danuta A. Altman, Ellen |
| collection | Education Resources Information Center |
| contents | Service Quality and Customer Satisfaction: An Assessment and Future Directions. Hernon, Peter Nitecki, Danuta A. Altman, Ellen Academic Libraries Business Decision Making Evaluation Methods Futures (of Society) Higher Education Information Science Literature Reviews Models Resistance (Psychology) User Satisfaction (Information) Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future research and scholarship. (LRW) |
| format | Recurso educativo Open Access |
| id | eric_EJ586377 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 1999 |
| record_format | eric |
| spellingShingle | Service Quality and Customer Satisfaction: An Assessment and Future Directions. Hernon, Peter Nitecki, Danuta A. Altman, Ellen Academic Libraries Business Decision Making Evaluation Methods Futures (of Society) Higher Education Information Science Literature Reviews Models Resistance (Psychology) User Satisfaction (Information) Service Quality and Customer Satisfaction: An Assessment and Future Directions. Hernon, Peter Nitecki, Danuta A. Altman, Ellen Academic Libraries Business Decision Making Evaluation Methods Futures (of Society) Higher Education Information Science Literature Reviews Models Resistance (Psychology) User Satisfaction (Information) Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future research and scholarship. (LRW) |
| title | Service Quality and Customer Satisfaction: An Assessment and Future Directions. |
| topic | Academic Libraries Business Decision Making Evaluation Methods Futures (of Society) Higher Education Information Science Literature Reviews Models Resistance (Psychology) User Satisfaction (Information) |
| url | https://eric.ed.gov/?id=EJ586377 |