Librarians, library directors, and trustees will find practical ideas, sample forms, and worksheets for developing a library customer service plan. The book invites librarians to think about customer
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service qualit
Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and ac
