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| Main Authors: | , , |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1999
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ586377 |
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Table of 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)