Document (#10978)

Author

White, M.D.
Abels, E.G.

Title

Measuring service quality in special libraries : lessons from service marketing

Source

Special libraries. 86(1994) no.1, S.36-45

Year

1994

Abstract

As part of a project to develop a means of measuring service quality in special libraries, the authors review the service marketing literature for models and methods. They focus on 2 techniques; SERVQUAL, which measures service quality on the basis of expectations and performance, and SERVPERF, which is based on performance alone. The authors then assess the applicability of these methods to special libraries and information centres. The methods of SERVQUAL and SERVPERF seem applicable to not only these kinds of libraries, but to other kinds as well. An important unknown which may prevent outright adoption of one of these instruments is the extent to which they adequately reflect the values library clients attach to information services. If they do not, some item may have to be addedd

Theme

Informationsdienstleistungen

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