CUSTOMER EXPECTATIONS - CONCEPTS AND REALITY FOR ACADEMIC-LIBRARY SERVICES

被引：20

作者：

MILLSONMARTULA, C ^{[1
]}

MENON, V ^{[1
]}

机构：

[1] LAKE FOREST COLL,DONNELLEY LIB,LAKE FOREST,IL 60045

来源：

COLLEGE & RESEARCH LIBRARIES | 1995年 / 56卷 / 01期

关键词：

D O I：

10.5860/crl_56_01_33

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

As academic libraries continue to evolve as service organizations, they should focus on their users as customers and develop programs of service that meet or exceed user expectations. The overriding goal will become customer satisfaction. This article deals with the elements that determine expectations as well as the existing gaps that relate to customer expectations and service performance. Possible strategies for narrowing these gaps include enhanced communication between the library and its customers and improved management.

引用

页码：33 / 47

页数：15

共 17 条

[1]

ADAMSON JD, 1988, BANK MARKETING, V20, P4

[2]

BOLTON RN, 1991, J CONSUM RES, V17, P383

[3]

Burns Jr R. W., 1978, J ACAD LIBR, V4, P4

[4]

Disend J. E., 1991, PROVIDE EXCELLENT SE

[5]

Green A., 1990, BRIT J ACAD LIBR, V5, P65

[6]

JOHNSON MD, 1991, J ECON PSYCHOL, V12, P276

[7]

KING DW, 1974, CHANGING PATTERNS IN, P7

[8]

OSBURN CB, 1984, LIBRARY Q, V54, P90

[9]

PARASURAMAN A, 1991, SLOAN MANAGE REV, V32, P39

[10] MEASURES OF EFFECTIVENESS FOR A UNIVERSITY LIBRARY [J].

RZASA, PV ;

BAKER, NR .

JOURNAL OF THE AMERICAN SOCIETY FOR INFORMATION SCIENCE, 1972, 23 (04) :248-&

← 1 2 →