Service quality and customer satisfaction: An assessment and future directions

被引：77

作者：

Hernon, P

Nitecki, DA

Altman, E

机构：

[1] Simmons Coll, Grad Sch Lib & Informat Sci, Boston, MA 02115 USA

[2] Yale Univ, Sterling Mem Lib, New Haven, CT 06520 USA

[3] Publ Lib, Tempe, AZ 85284 USA

来源：

JOURNAL OF ACADEMIC LIBRARIANSHIP | 1999年 / 25卷 / 01期

关键词：

D O I：

10.1016/S0099-1333(99)80170-0

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 [信息资源管理]; 120501 [图书馆学];

摘要：

The literatures of many disciplines and professions, including library and information science, present and analyze service quality and customer satisfaction. This article presents key literature, analyzes the application of both concepts to academic libraries, and offers a research agenda.

引用

页码：9 / 17

页数：9

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[3]

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[4]

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