Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization.
Fuente:
ERIC Institute of Education Sciences
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| Format: | Recurso educativo Open Access |
| Sprache: | en |
| Veröffentlicht: |
2001
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| _version_ | 1867180619714265088 |
|---|---|
| author | Phipps, Shelley |
| author_facet | Phipps, Shelley Phipps, Shelley |
| collection | Education Resources Information Center |
| contents | Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization. Phipps, Shelley Academic Libraries Cooperation Evaluation Methods Higher Education Library Personnel Library Planning Library Services Long Range Planning Measurement Techniques Research Libraries Strategic Planning User Needs (Information) User Satisfaction (Information) Discusses the development of a new culture of research librarianship that is customer-focused, based on experiences at the University of Arizona library. Highlights include cooperative partnerships with users; LibQUAL+ as a tool to learn how users perceive library services in relation to their expectations; and staff participation in strategic long-range planning. (LRW) |
| format | Recurso educativo Open Access |
| id | eric_EJ633210 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2001 |
| record_format | eric |
| spellingShingle | Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization. Phipps, Shelley Academic Libraries Cooperation Evaluation Methods Higher Education Library Personnel Library Planning Library Services Long Range Planning Measurement Techniques Research Libraries Strategic Planning User Needs (Information) User Satisfaction (Information) Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization. Phipps, Shelley Academic Libraries Cooperation Evaluation Methods Higher Education Library Personnel Library Planning Library Services Long Range Planning Measurement Techniques Research Libraries Strategic Planning User Needs (Information) User Satisfaction (Information) Discusses the development of a new culture of research librarianship that is customer-focused, based on experiences at the University of Arizona library. Highlights include cooperative partnerships with users; LibQUAL+ as a tool to learn how users perceive library services in relation to their expectations; and staff participation in strategic long-range planning. (LRW) |
| title | Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization. |
| topic | Academic Libraries Cooperation Evaluation Methods Higher Education Library Personnel Library Planning Library Services Long Range Planning Measurement Techniques Research Libraries Strategic Planning User Needs (Information) User Satisfaction (Information) |
| url | https://eric.ed.gov/?id=EJ633210 |