... resources for use in other library operations. In short, good customer service is cheaper for the library than bad customer service, and customer referrals of new customers are highly cost effective (nearly free) for the customer acquisition process. Understanding the customer acquisition process...

... for public libraries (Deboer, 1992) (Hammond, 1999). In fact the argument for public libraries has some merit. To my knowledge such claims for research libraries have not been forthcoming. © MCB UP Limited 2003 Cost effectiveness Academic libraries Data envelopment analysis Efficiency...