Assessing Service Quality: Satisfying the Expectations of Library Customers (3rd edition)

This 2015 version of Assessing Service Quality is the third edition of a title originally published in 1998, with a second edition in 2010. The third edition presents some major updates, reflecting the changing library landscape and technologies. The authors felt the need to make updates in the third edition to address these recent changes, primarily citing newer developments in the library culture at large. Additions in the new edition, such as incorporating and surveying social media, are examples of the new content. A new author, Robert Dugan, has also been added for this edition. The title is primarily geared...