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ERIC Number: EJ940817
Record Type: Journal
Publication Date: 2004
Pages: 22
Abstractor: As Provided
Reference Count: 1
ISSN: ISSN-1536-7967
Applying Fourth Generation Management to Access Services: Reinventing Customer Service and Process Management
Hasty, Douglas F.
Journal of Access Services, v2 n3 p21-42 2004
Are librarians doing all they can to ensure that customer services are delivered with the customer in mind? Librarians are great at helping, but we sometimes need help with identifying customers, defining their needs, developing services, and reviewing the processes behind the services. Fourth Generation Management provides new insight for librarians as we compete with customers, our patrons, to offer new services at an ever-increasing rate. Libraries need to improve customer services in order to remain a vital part of their community.
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site:
Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Audience: Media Staff
Language: English
Sponsor: N/A
Authoring Institution: N/A