Service quality and customer satisfaction: An assessment and future directions

Authors
Hernon, P Nitecki, DA Altman, E
Citation
P. Hernon et al., Service quality and customer satisfaction: An assessment and future directions, J ACAD LIBR, 25(1), 1999, pp. 9-17
Citations number
46
Categorie Soggetti
Library & Information Science
Journal title
JOURNAL OF ACADEMIC LIBRARIANSHIP
ISSN journal
00991333 → ACNP
Volume
25
Issue
1
Year of publication
1999
Pages
9 - 17
Database
ISI
SICI code
0099-1333(199901)25:1<9:SQACSA>2.0.ZU;2-9
Abstract
The literatures of many disciplines and professions, including library and information science, present and analyze service quality and customer satis faction. This article presents key literature, analyzes the application of both concepts to academic libraries, and offers a research agenda.