ERIC Number: EJ497864
Record Type: Journal
Publication Date: 1995
Measuring Quality in Special Libraries: Lessons from Service Marketing.
White, Marilyn Domas; Abels, Eileen G.
Special Libraries, v86 n1 p36-45 Win 1995
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)
Publication Type: Information Analyses; Reports - Evaluative; Journal Articles
Education Level: N/A
Authoring Institution: N/A