Changing the concept and measure of service quality in academic libraries

被引：150

作者：

Nitecki, DA

机构：

[1] Public Services, Librairies, Libraires Univ. of Maryland at C., College Park

来源：

JOURNAL OF ACADEMIC LIBRARIANSHIP | 1996年 / 22卷 / 03期

关键词：

D O I：

10.1016/S0099-1333(96)90056-7

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：

New ways to evaluate libraries are needed. The SERVQUAL is a diagnostic tool to measure service quality, defined as the difference between customer perceptions and expectations of service. This article discusses implications for library management and future explorations of a tool applicable to academic libraries.

引用

页码：181 / 190

页数：10

共 46 条

[1]

*ASS RES LIBR, 1995, 127 ARL MEMB M OCT 1

[2] FOCUSING ON QUALITY REFERENCE SERVICE [J].