Journal article
Service quality and customer satisfaction: An assessment and future directions
The Journal of academic librarianship, v 25(1), pp 9-17
1999
Featured in Collection : UN Sustainable Development Goals @ Drexel
Abstract
The literatures of many disciplines and professions, including library and information science, present and analyze service quality and customer satisfaction. This article presents key literature, analyzes the application of both concepts to academic libraries, and offers a research agenda.
Metrics
Details
- Title
- Service quality and customer satisfaction: An assessment and future directions
- Creators
- Peter Hernon - Graduate School of Library and Information Science, Simmons College, 300 The Fenway, Boston, Massachusetts 02115, USADanuta A Nitecki - Sterling Memorial Library, Yale University, Box 208240, New Haven, Connecticut 06520-8240, USA
- Contributors
- Ellen Altman (Editor) - Public Libraries, Tempe, Arizona 85284, USA
- Publication Details
- The Journal of academic librarianship, v 25(1), pp 9-17
- Publisher
- Elsevier
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- DUL Administrative Services
- Web of Science ID
- WOS:000079103900003
- Scopus ID
- 2-s2.0-0032623046
- Other Identifier
- 991014982299304721
UN Sustainable Development Goals (SDGs)
This publication has contributed to the advancement of the following goals:
Source: SDGs in the Output
InCites Highlights
Data related to this publication, from InCites Benchmarking & Analytics tool:
- Collaboration types
- Domestic collaboration
- Web of Science research areas
- Information Science & Library Science