Building a Successful Customer Service Culture: A Guide for Library and Information Managers

As libraries move into the 21st century, serving the customer has become a key aspect of quality management and the user-centred library. This edited collection is a management guide, taking a practical and strategic approach to developing a customer-service culture. The book covers established areas such as customer satisfaction, staff training and planning, as well as developing areas such as customer services required by the virtual library environment. Each chapter takes a cross-sectoral approach to the subject and the contributors offer a range of national and international expertise in library management and research. The book considers core aspects of management from the viewpoint of customer concerns rather than from the operational requirements of the service.