This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways librari

The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, a

This book is very useful for it is not just 'descriptive' in its nature, but 'prescriptive', too. It is descriptive in the sense that it describes the process o

Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every lib