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Article
Focusing on Quality Reference Service
Journal of Academic Librarianship (1994)
  • Tracy Bicknell-Holmes, University of Nebraska-Lincoln
Abstract

Literature from the service industries consistently defines quality service in terms of the user, whereas library literature rarely defines quality reference service other than in simple quantitative terms. Quality reference service meets user needs and expectations through appropriate staff behavior and communication skills, a user friendly environment, and suitable levels of staff morale and workload.

Publication Date
May 1, 1994
Citation Information
Tracy Bicknell-Holmes. "Focusing on Quality Reference Service" Journal of Academic Librarianship Vol. 20 Iss. 2 (1994)
Available at: http://works.bepress.com/tracy_bicknell-holmes/3/