Service quality: A concept not fully explored

Authors
Hernon, P Nitecki, DA
Citation
P. Hernon et Da. Nitecki, Service quality: A concept not fully explored, LIB TRENDS, 49(4), 2001, pp. 687-708
Citations number
54
Categorie Soggetti
Library & Information Science
Journal title
LIBRARY TRENDS
ISSN journal
00242594 → ACNP
Volume
49
Issue
4
Year of publication
2001
Pages
687 - 708
Database
ISI
SICI code
0024-2594(200121)49:4<687:SQACNF>2.0.ZU;2-D
Abstract
THIS ARTICLE EXAMINES SERVICE QUALITY AND IDENTIFIES issues meriting attent ion. The purpose is to guide the next generation of research on service qua lity in libraries and to ensure that the research has value to library plan ning and decision making. The difficulty of developing a process of data co llection across institutions is also discussed.