TITLE

Editorial: First, Embracing Customer Service and, Second, Moving Beyond It: A Client Relationship

AUTHOR(S)
Hernon, Peter
PUB. DATE
July 2002
SOURCE
Journal of Academic Librarianship;Jul2002, Vol. 28 Issue 4, p189
SOURCE TYPE
Academic Journal
DOC. TYPE
Editorial
ABSTRACT
Editorial. Discusses the concept of service quality in the library community. Overreliance on the use of self-reporting surveys; Example of a client relationship; Application of the term client in academic libraries.
ACCESSION #
7172933

 

Related Articles

  • Public library sets new hours.  // Inside Tucson Business;12/23/2002, Vol. 12 Issue 29, p11 

    Reports on the adjustment of library hours at Tucson-Pima Public Library in Arizona. Enhancement of customer usage patterns; Provision of systemwide services to the residents; Response to staff observations and feedback.

  • Mobile Gamma: The Right People at the Right Place at the Right Time. Cavallaro, Nicole; Conklin, Jamie // Florida Libraries;Fall2007, Vol. 50 Issue 2, p4 

    The article provides information on the Mobile Gamma service model of the Orange County Library System (OCLS) in Florida. The Mobile Gamma was implemented on May 24, 2007 so that all staff scheduled on the floor are mobile at all times and can provide timely assistance at the customer's point of...

  • Customer services in the National Library of Australia: leading edge or dragging the chain? Missingham, Roxanne // Australian Library Journal;May2001, Vol. 50 Issue 2, p147 

    Assesses the service standards in the national library of Australia. Components of the service charter; Policy on complaints handling; Use of survey in assessing user satisfaction and expectations of services; Activities supporting better customer service.

  • The JAL guide to professional literature: Service quality. Altman, Ellen; Pratt, Allan // Journal of Academic Librarianship;Nov97, Vol. 23 Issue 6, p550 

    Presents the summaries of journal articles on service quality in libraries. Includes `Professional Service Quality: The Practice or the Professional?' by Jack Dart; `From Survey to Service: Using Patron Input to Improve Customer Satisfaction,' by Deborah S. Davies and Alan M. Berstein;...

  • How much is a librarian worth? Urwin, Stuart // Information World Review;Nov2000, Issue 163, p14 

    Comments on the lack of importance being given to librarians and information professionals in the library services industry. Attitude of the industry on relationship building; Why suppliers continue to spend large sums of money on trying to develop customers.

  • The customer is always the customer. Dunstone, Margaret // APLIS;Mar93, Vol. 6 Issue 1, p22 

    Presents an overview of Burnside, South Australia's customer service initiatives and the library's involvement. Meaning of customer service; Ingredients of customer service; Details of the initiatives.

  • Editorial: Service quality in libraries and treating users as customers and non-users as lost or... P.H. // Journal of Academic Librarianship;May96, Vol. 22 Issue 3, p171 

    Editorial. Discusses the need to apply service principles in library administration according to the distinction of library users as customers. Adoption of outcome measures to determine the efficiency of customer services in libraries; Methods of evaluating user satisfaction of library services.

  • A Van and a Plan: How Consortium Offices Can Contribute to Disaster Recovery. Robertson, Guy // Feliciter;2003, Vol. 49 Issue 6, p302 

    Focuses on the important role of consortium offices to the delivery of public library services in Canada. Evaluation of the services delivered by library personnel; Comparison between consortium offices and libraries; Awareness of consortium administrators to the needs and wants of librarians.

  • Ideas. J.K. // American Libraries;Apr98, Vol. 29 Issue 4, p33 

    Looks at customer services being offered by some libraries in the United States. The free hot beverage from Starbuck's offered to patrons returning late books at the Multnomah County Library System in Portland, Oregon; The automatic teller machine installed at the Huntington Beach Central...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics