Literaturnachweis - Detailanzeige
Autor/in | Phipps, Shelley |
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Titel | Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization. |
Quelle | In: Library Trends, 49 (2001) 4, S.635-61 |
Sprache | englisch |
Dokumenttyp | gedruckt; Zeitschriftenaufsatz |
ISSN | 0024-2594 |
Schlagwörter | Academic Libraries; Cooperation; Evaluation Methods; Higher Education; Library Personnel; Library Planning; Library Services; Long Range Planning; Measurement Techniques; Research Libraries; Strategic Planning; User Needs (Information); User Satisfaction (Information) College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Co-operation; Kooperation; Hochschulbildung; Hochschulsystem; Hochschulwesen; Bibliotheksarbeit; Langfristige Planung; Messtechnik; Strategy; Planning; Strategie; Planung; Benutzerbedürfnis; Benutzerfreundlichkeit |
Abstract | Discusses the development of a new culture of research librarianship that is customer-focused, based on experiences at the University of Arizona library. Highlights include cooperative partnerships with users; LibQUAL+ as a tool to learn how users perceive library services in relation to their expectations; and staff participation in strategic long-range planning. (LRW) |
Erfasst von | ERIC (Education Resources Information Center), Washington, DC |