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Keywords: Customer relationships
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Journal Articles
Developing a Quality Model at University Library Services Sunderland
Available to Purchase
Journal:
Performance Measurement and Metrics
Performance Measurement and Metrics (2014) 15 (1-2): 50–57.
Published: 08 July 2014
.... Findings – The creation and embedding of the Quality Model is enabling us to successfully nurture cultural change, to re-shape customer relationships and to capture and demonstrate the impact. Originality/value – The University of Sunderland Quality Model differs from many library performance...
