Preparing Staff to Work at a Single Service Desk

Margaret Eilene Moore Health Sciences Library, University of North Carolina at Chapel Hill, Chapel Hill, NC, 27599-7585, USA

Kathleen A. McGraw Health Sciences Library, University of North Carolina at Chapel Hill, Chapel Hill, NC, 27599-7585, USA

Julia Shaw-Kokot Health Sciences Library, University of North Carolina at Chapel Hill, Chapel Hill, NC, 27599-7585, USA

References

Cook , Colleen . “SERVQUAL and the Quest for New Measures.” ARL Bimonthly Report 207. Available: < http://www.arl.org/newsltr/207/servqual.html>
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Hernon , Peter , Nitecki , Danuta A. and Altman , Ellen . 1999 . “Service Quality and Customer Satisfaction: An Assessment and Future Directions.” . Journal of Academic Librarianship , 24 January : 9 – 17 . 1.
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