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

This book contains the results of the first and only multi-institution study of interlibrary loan and document delivery customer satisfaction among academic lib

The term 'customer service' is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer ser

In this book, the author attacks these and other pressing issues facing today's academic librarians. Her trailbrazing strategies centre on keeping the customer'