Although the digital environment has played an important role in the transformation of more
library services into e-services, no published survey instrument focuses exclusively on …

Purpose–The purpose of this paper is to explore the nature of customer service in the
academic library setting and ways in which its management can be best approached in the …

Purpose–Customer relationship management (CRM) indicates a comprehensive strategy
and an interactive process intended to achieve an optimum balance between corporate …

Purpose–Service quality and new electronic services are strategic issues for academic
libraries in finding better ways to support learning and research. The aim of this study is to …

Abstract Service quality and new electronic services are strategic issues for academic
libraries to find better ways to support learning and research at the universities. In the age of …

Studies of e-service quality have consistently used adaptations of service-quality
measurement tools that have been adopted and extended from traditional service-quality …

Purpose–The purpose of this study is to clarify the indicators and measures that correspond
to the dimensions of users' evaluation of university library service. Design/methodology …

ABSTRACT ACADEMICLIBRARIES ARE FACING TWO MAJOR THREATS: a global digital
environment and increasing competition. They must improve the quality of their services in …

A variety of library evaluation methods have been developed, yet few have attempted to
evaluate the evaluation methods. This thesis is a meta-evaluation: an evaluation of other …

ABSTRACT THISARTICLE EXAMINES SERVICE QUALITY AND IDENTIFIES issues
meriting attention. The purpose is to guide the next generation of research on service quality …