... of a survey among users at five Danish libraries, with particular attention to the Copenhagen Business School Library. Customer satisfaction Systems dynamics Library performance The main goal of university libraries and information centres is responding to the needs of their patrons. When...

... and guidance for managers to measure and improve CRM system toward improving customer satisfaction. © Emerald Group Publishing Limited 2013 Relationship marketing Digital libraries Gap analysis Customer satisfaction Libraries Marketing According to (Ho and Lin, 2010), information...

... web system” and some subjective norms were considered as defining factors in the use of this system. © Emerald Group Publishing Limited 2011 Communication technologies Customer satisfaction Librarians Academic libraries Iran The computerization of Iranian library services...

... on the LibQUAL model. According to user comments, observed weaknesses and strengths can be understood by libraries and in order to eliminate defects and develop strengths, proposals can be provided to this end. The most important reasons for doing this research are: Customer services quality Customer...

... supporting this research. © Emerald Group Publishing Limited 2009 Information systems Customer satisfaction Records management Taiwan Since agency focus and information handling costs differ considerably between national and local government agencies, this investigation divided...

...Philip Barker Carole A.   George . User‐centred Library Websites: Usability Evaluation Methods . Chandos , Oxford 2008 . 231 pp.   £39.95 , ISBN: 978‐1‐84334‐359‐2 (soft cover) © Emerald Group Publishing Limited 2009 --> Worldwide web Customer satisfaction...

..., we can utilize blogs and social tagging tools to enhance communication. © Emerald Group Publishing Limited 2009 Digital libraries Customer satisfaction Information services Academic libraries Electronic media China The ubiquitous internet and easy‐to‐use web search...

..., locating tools in the International Space Station. © Emerald Group Publishing Limited 2009 Radiofrequencies Portable digital assistants Social interaction Customer satisfaction Communication technologies Taiwan A guiding system (or touring guide) is a fundamental service provided...

... to improve the accuracy and integrity of information push service of digital library, and is also beneficial for the research on u‐library. © Emerald Group Publishing Limited 2009 Digital libraries Information services Customer satisfaction User interfaces China Dif.1...

... User interfaces Information services Customer satisfaction China realization of application functions – a platform integrating resources and services guided by users' needs; R&D platforms and tools – reliability, flexibility, convenience, and easiness in maintenance and management...

... sector, including libraries. Originality/value The paper provides a useful overview of TQM implementation in the library and information sectors. TQM addresses the issues of customer satisfaction and guidance on implementing the marketing concept. The 1980s brought about a business process...

... elicit the maximum amount of data within the time available (about two hours at each institution). © Emerald Group Publishing Limited 2006 Online databases Bibliographic systems Information operations User interfaces Customer satisfaction There has been a spectacular evolution...

..., Endeavor Information Systems. Rounding out this group of resource sharing software is Fretwell Downing's Virtual Document eXchange (VDX) interloan management software. Information retrieval Customer satisfaction Open systems Project evaluation Economic value analysis New Zealand “Netting...

...Philip Calvert Nigel   Hill and Jim   Alexander . Handbook of Customer Satisfaction and Loyalty Measurement (2nd ed.) . Aldershot : Gower   2000 . 290 pp. , ISBN: Hard ISBN 0566081946   £60 Customer satisfaction Loyalty Surveys Many librarians mistakenly...

...Judith Edwards There is however much interesting material to be found in the book. A strong correlation was found between customer satisfaction and timeliness; the perception of the latter depends however on whether the item was received while still deemed to be useful. Analysis of comments from...