Literaturnachweis - Detailanzeige
Autor/inn/en | White, Marilyn Domas; Abels, Eileen G. |
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Titel | Measuring Quality in Special Libraries: Lessons from Service Marketing. |
Quelle | In: Special Libraries, 86 (1995) 1, S.36-45 |
Sprache | englisch |
Dokumenttyp | gedruckt; Zeitschriftenaufsatz |
ISSN | 0038-6723 |
Schlagwörter | Data Collection; Evaluation Methods; Library Services; Marketing; Measurement Techniques; Models; Performance; Special Libraries |
Abstract | Surveys the service marketing literature for models and data-gathering instruments measuring service quality, particularly the instruments SERVQUAL and SERVPERF, and assesses their applicability to special libraries and information centers. Topics include service characteristics and definitions of service; performance-minus-expectations and performance-based approaches; and applicability of service marketing. (26 references) (DGM) |
Erfasst von | ERIC (Education Resources Information Center), Washington, DC |