Seeks to explore aspects of the total customer experience in libraries, initially through three simple case studies, and subsequently by identifying some of the factors that might influence the customer experience. Proposes a methodology using walk-through audits for monitoring total customer experience
Designing experiences for library users requires an understanding of the people, as well as the situ...
Abstract: Purpose - To analyse the results of two surveys conducted at the University of Malta Libra...
Have library managers been sufficiently aggressive in identifying and understanding their customers,...
Against the changing perceptions of the nature of the customer experience in museums, this article s...
Libraries have a rich tradition of solid customer service. Good service today, however, is often not...
'Customer value' is a much used and, in a number of cases, a misunderstood term, with emphasis place...
Abstract: If libraries are going to provide optimal service they must be able to measure the value ...
This paper presents an overview of the design, implementation, and findings of an exploratory projec...
This paper presents an overview of the design, implementation, and findings of an exploratory projec...
145-151Service quality assesses performance of products and services from customers' perspective. A...
This study examined user’s current experiences about the usability of the libraries. Their views abo...
Purpose – The purpose of this research is to analyse the results of a survey conducted in 2003/2004 ...
The results, conclusions and actions from the Manchester University Library’s three-year Knowing You...
This article presents a mixed-methods study of the methods and maturity of user experience (UX) prac...
Businesses leverage excellent customer service to improve profitability. Although not profit-driven,...
Designing experiences for library users requires an understanding of the people, as well as the situ...
Abstract: Purpose - To analyse the results of two surveys conducted at the University of Malta Libra...
Have library managers been sufficiently aggressive in identifying and understanding their customers,...
Against the changing perceptions of the nature of the customer experience in museums, this article s...
Libraries have a rich tradition of solid customer service. Good service today, however, is often not...
'Customer value' is a much used and, in a number of cases, a misunderstood term, with emphasis place...
Abstract: If libraries are going to provide optimal service they must be able to measure the value ...
This paper presents an overview of the design, implementation, and findings of an exploratory projec...
This paper presents an overview of the design, implementation, and findings of an exploratory projec...
145-151Service quality assesses performance of products and services from customers' perspective. A...
This study examined user’s current experiences about the usability of the libraries. Their views abo...
Purpose – The purpose of this research is to analyse the results of a survey conducted in 2003/2004 ...
The results, conclusions and actions from the Manchester University Library’s three-year Knowing You...
This article presents a mixed-methods study of the methods and maturity of user experience (UX) prac...
Businesses leverage excellent customer service to improve profitability. Although not profit-driven,...
Designing experiences for library users requires an understanding of the people, as well as the situ...
Abstract: Purpose - To analyse the results of two surveys conducted at the University of Malta Libra...
Have library managers been sufficiently aggressive in identifying and understanding their customers,...
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