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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

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exac

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

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