Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems

Public Library Service to Children and Teens: A Research Agenda

THISPAPER DEALS WITH FOUR SIGNIFICANT UNANSWERED QUESTIONS related to children’s and young adult services in public libraries: 1.How have public library services to children and young adults developed over time? 2. How and why do young people use public libraries? 3. How can we evaluate the effectiveness of public library service for young people? 4.Why should policymakers fund public library s...

Service to the Labor Community: A Public Library Perspective

Service Quality vs. Customer Satisfaction: Perspectives of Visitors to a Public University Library

This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution ...

Internal customer service assessment of cataloging, acquisitions, and library systems

Systematic Marketing Facilitates Optimal Customer Service: The Marketing Audit of a Rural Public Library System

This article presents a case study of a marketing audit of the Lee County Library System, a rural public library system located in southwest Georgia. Marketing audits are an underutilized but needed tool for public libraries. In this audit, the library system’s mission, goals, environments, community and employee demographics, and a SWOT analysis were evaluated, resulting in several recommendat...