Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization.

Phipps, Shelley

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Peer reviewed

ERIC Number: EJ633210

Record Type: Journal

Publication Date: 2001

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0024-2594

EISSN: N/A

Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization.

Phipps, Shelley

Library Trends, v49 n4 p635-61 Spr 2001

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)

Descriptors: 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)

Publication Type: Journal Articles; Reports - Descriptive

Education Level: N/A

Audience: N/A

Language: English

Sponsor: N/A

Authoring Institution: N/A

Grant or Contract Numbers: N/A

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