NotesFAQContact Us
Collection
Advanced
Search Tips
50 Years of ERIC
50 Years of ERIC
The Education Resources Information Center (ERIC) is celebrating its 50th Birthday! First opened on May 15th, 1964 ERIC continues the long tradition of ongoing innovation and enhancement.

Learn more about the history of ERIC here. PDF icon

Showing all 3 results
Service Quality and Customer Satisfaction: An Assessment and Future Directions.
Peer reviewed Peer reviewed
Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen – Journal of Academic Librarianship, 1999
Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…
Descriptors: Academic Libraries, Business, Decision Making, Evaluation Methods
On My Mind...Reactions to a COM Catalog
Peer reviewed Peer reviewed
Altman, Ellen – Journal of Academic Librarianship, 1977
Observations on and personal reactions to the computer output microfilm catalog at the University of Toronto Libraries are reported by a library school faculty member. (AP)
Descriptors: Catalogs, Computer Output Microfilm, Library Automation, Library Technical Processes
Misconduct in Academic Research: Its Implications for the Service Quality Provided by University Libraries.
Peer reviewed Peer reviewed
Hernon, Peter; Altman, Ellen – Journal of Academic Librarianship, 1995
Describes a study which linked the misconduct of proposing, performing, and reporting academic research to librarians' perceptions of service quality; explores implications of fraud for library collections and information services; and discusses factors meriting further research. Tables present examples of sources in which those implicated in…
Descriptors: Academic Libraries, Fraud, Information Services, Librarians