TY  - BOOK
AU  - StClair,Guy
TI  - Customer Service in the Information Environment
T2  - Information Services Management Series
SN  - 9783598243622
AV  - Z674.4 .S73 1993eb
U1  - 338.4/70255 20
PY  - 2012///]
CY  - Berlin, Boston : 
PB  - K. G. Saur, 
KW  - Information services industry
KW  - Customer services
KW  - Information services
KW  - Auskunftsdienst
KW  - Bibliothek
KW  - LANGUAGE ARTS & DISCIPLINES / Library & Information Science / General
KW  - bisacsh
N1  - Frontmatter --; Introduction to the series --; Contents --; Foreword --; Part I. Customer service: an introduction --; Chapter One. Definitions and concepts --; Chapter Two. Why be concerned about customer service? --; Part II. Initial stages --; Chapter Three. Defining the role of the information service unit --; Chapter Four. Informal – and not-so-informal – intelligence gathering --; Chapter Five. Defining the market and selecting specific user groups --; Part III. The players --; Chapter Six. Nurturing the culture: management and staff together --; Chapter Seven. Whose information is it anyway? Involving users in the process --; Part IV. Key tools --; Chapter Eight. The needs analysis, user survey and the information audit --; Chapter Nine. The marketing information system --; Chapter Ten. Designing and implementing the Customer Service Plan --; Part V. Benefits to the customer/user --; Chapter Eleven. Quality assurance, standards and quality services --; Chapter Twelve. Follow-up and analysis, evaluation, and measurement --; Selected bibliography --; Index; restricted access; Issued also in print
UR  - https://doi.org/10.1515/9783110956788
UR  - https://www.degruyter.com/isbn/9783110956788
UR  - https://www.degruyter.com/document/cover/isbn/9783110956788/original
ER  -