Document (#18536)

Author

Mendelsohn, J.

Title

Perspectives on quality of reference service in an academic library : a qualitative study

Source

RQ. 36(1997) no.4, S.544-557

Year

1997

Abstract

Reports results of a qualitative study of the concept of quality as it applies to reference service in an academic library. The study explicates the dimensions of quality service and points to the interconnectedness and interdependence of these dimensions. Time and morale were found to provide the essential environment content for quality service. These critical dimensions require highly competent management, and they have impact on the knowledge and willingness of the reference librarian, an the process of assessment and action, and on the partnership between user and librarian. Discusses the implications for management, as effective management involves a holistic understanding of the complex nature of connections among the dimensions of qulity service

Theme

Informationsdienstleistungen

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