Focusing on Quality Reference ServiceJournal of Academic Librarianship (1994)
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 DateMay, 1994
Citation InformationTracy Bicknell-Holmes. "Focusing on Quality Reference Service" Journal of Academic Librarianship Vol. 20 Iss. 2 (1994) p. 77 - 81
Available at: http://works.bepress.com/tracy_bicknell-holmes/3/