Focusing on the user for improved service quality

Science and Technology Libraries

Volumn 19, Issue 3-4, 2001, Pages 207-219

  Helman, Deborah ^a   Horowitz, Lisa R ^a  

^a MASSACHUSETTS INSTITUTE OF TECHNOLOGY   (United States)

Author keywords

Customer service; Customer service philosophy; Performance measurement; Service quality

Indexed keywords

EID: 0035707361     PISSN: 0194262X     EISSN: None     Source Type: Journal    
DOI: 10.1300/J122v19n03_14     Document Type: Review

References (18)

1. In an e-mail message that Ginny Steel sent to all Public Services staff on January 21, 1998.
2. Roswitha Poll, Measuring Quality: International Guidelines for Performance Measurement in Academic Libraries, IFLA publication, vol. 76 (Munich: K.G. Saur, 1996): 16.
3. At a visit to MIT, Amos Lakos of University of Waterloo introduced this term to us.
4. Customer Service Programs in ARL Libraries, SPEC Kit, vol. 231 (Washington, DC: ARL, 1998), 3.
5. Leonard L. Berry, On Great Service: A Framework for Action, (New York: The Free Press, 1995), 5.
6. Leonard L. Berry, A. Parasuraman, Valarie A. Zeithaml, and Dennis Adsit, "Improving Service Quality in America: Lessons Learned: An Executive Summary,"Academy of Management Executive 8, no.2 (1994): 32-52.
7. Peter Hernon, Danuta A. Nitecki, and Ellen Altman, "Service Quality and Customer Satisfaction: an Assessment and Future Directions,"Journal of Academic Librarianship 25, no.1 (1999): 9-17.
8. George Soete, Customer Service Programs in ARL Libraries, SPEC Flyer 231 (Washington, DC: ARL, 1998), 2.
9. Service Philosophy of MIT Libraries Public Services, Summer 2000.
10. Berry, On Great Service: A Framework for Action, 16-31.
11. Proposed "Systems Model for Decision-Making" from MIT Libraries Public Services, 1999. Retrieved 21 Oct. 2000. http://macfadden.mit.edu:9500/imps/handoff/decision-making.html.
12. Berry, his italics, p. 33.
13. Barbara Wirtz, "A Service Strategy: From Cliché to Action,"Marketing News 34, no. 10 (2000): 26.
14. Berry, p. 78.
15. Ibid., p. 89.
16. Ibid., p. 94.
17. Ibid., p. 108.
18. Wirtz, p. 26.