共查询到20条相似文献，搜索用时 31 毫秒
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Wendy Zabava Ford 《Journal of Applied Communication Research》2001,29(1):1-29
This study examined customer expectations for interactions with service providers in public, commercial service contexts. Two customer surveys revealed significant differences in expectations for "relationships" versus "encounters," and for personalized service communication in varied service contexts. The surveys also revealed that customers who expect relationships with providers tend to expect personalized service communication from those providers. Customers' current involvement in service relationships predicted their expectations for relationships versus encounters with service providers. Post hoc interviews also suggested that customers have distinct social expectations and time use expectations that coincide with their expectations for relationships or encounters and personalized service communication from different types of providers. 相似文献
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Wendy S. Zabava Ford 《Journal of Applied Communication Research》2003,31(3):189-211
This study examined customers' perceptions of personalized service communication performance in relation to their expectations as predictors of their satisfaction and loyalty intentions in four professional service contexts. Survey data were obtained from 253 customers regarding their expectations and experiences with physicians, dentists, auto mechanics, or hairdressers. Multisample covariance structure analysis procedures were performed to assess the level of support for alternative theoretical models across all four professional contexts. Results provided support for one model, specifying that customers' perceptions of communication performance accounted for significant variation in customer satisfaction, which, in turn, predicted customers' loyal behavioral intentions. Customers' expectations did not play an influential role in predicting customer satisfaction and loyalty, as proposed in an alternative model 相似文献
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Wendy S. Zabava Ford 《Journal of Applied Communication Research》2013,41(3):189-211
This study examined customers' perceptions of personalized service communication performance in relation to their expectations as predictors of their satisfaction and loyalty intentions in four professional service contexts. Survey data were obtained from 253 customers regarding their expectations and experiences with physicians, dentists, auto mechanics, or hairdressers. Multisample covariance structure analysis procedures were performed to assess the level of support for alternative theoretical models across all four professional contexts. Results provided support for one model, specifying that customers' perceptions of communication performance accounted for significant variation in customer satisfaction, which, in turn, predicted customers' loyal behavioral intentions. Customers' expectations did not play an influential role in predicting customer satisfaction and loyalty, as proposed in an alternative model 相似文献
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James CULLING 《Learned Publishing》2010,23(2):85-92
A publisher's customer and user data typically comes in many forms and from many specialized repositories and systems. For sales and marketing staff in particular, there is considerable insight to be gained from analysing all of this data closely. However, achieving an integrated and complete ‘single customer view’ via a data warehouse solution can be a costly, time‐consuming and challenging undertaking. In this case study report, DataSalon's MasterVision is described as an alternative approach to solving this problem for publishers. Key to the solution is a dynamic data modelling philosophy, with both the underlying database and product interface configured for each publisher around the specific customer data supplied. A number of real‐life 'use cases' are explained and the value of Ringgold's Identify database of organizations, in addressing a number of integration challenges but also in adding to the intelligence that can be gleaned from source data, is discussed. 相似文献
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The multiplicity of publisher business models and the restrictions of digital rights management systems greatly hamper pharmaceutical companies in the prosecution of their work. We explore the variety of ‘pharma’ needs and the reasons for them. Much progress has been made but more needs to be done. The libraries seek only to satisfy their customer needs while complying with owners' rights. 相似文献
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In a variety of fields, particularly human service occupations, the management of emotion is a precondition of employee and client well being. Based on qualitative data from participant observation and interviews, this study examines how firefighters are socialized to manage feelings and emotional displays. It concludes that firefighters recognized a need to manage their own emotions and those of their clients in order to deliver adequate service. Veteran firefighters facilitated the use of emotion labor techniques among newcomers by considering the emotion management knowledge and capabilities of job candidates during employee selection processes, providing habituated emotional events, and reinforcing customer service expectations. Newcomers actively participated in their own socialization to local emotion expectations through observational information seeking, retrospective surveillance, and performance of a normative newcomer role demeanor. The article concludes by offering practical and theoretical implications. 相似文献
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In a variety of fields, particularly human service occupations, the management of emotion is a precondition of employee and client well being. Based on qualitative data from participant observation and interviews, this study examines how firefighters are socialized to manage feelings and emotional displays. It concludes that firefighters recognized a need to manage their own emotions and those of their clients in order to deliver adequate service. Veteran firefighters facilitated the use of emotion labor techniques among newcomers by considering the emotion management knowledge and capabilities of job candidates during employee selection processes, providing habituated emotional events, and reinforcing customer service expectations. Newcomers actively participated in their own socialization to local emotion expectations through observational information seeking, retrospective surveillance, and performance of a normative newcomer role demeanor. The article concludes by offering practical and theoretical implications. 相似文献
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Jeanne F. Voyles Linda Dols Ellen Knight 《Journal of Interlibrary Loan, Document Delivery & Electronic Reserve》2013,23(1):75-94
In 2004, the University of Arizona Library Document Delivery Team embarked on a strategic project to assess the service quality and cost of filling interlibrary loan journal article borrowing requests. The Document Delivery Team utilized a Six Sigma Define, Measure, Analyze, Improve, and Control process improvement method. Improvements that were implemented as a result of this study led to increased satisfaction, decreased turnaround time, and lower cost per delivered article. Customer satisfaction surveys were utilized to discover customer expectations and requirements and to evaluate the effect of improvements on the customer experience. Measurement of internal business processes and cost analysis tools were used to determine cost savings. 相似文献
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Francis DODDS 《Learned Publishing》2015,28(3):205-214
This article reviews ways that commissioning editors in academic book publishing can better understand the end‐users of their products. It discusses available market resources, reports, and market research undertaken by other publishing companies and consultants, before going on to look at some of the existing internal sources that commissioning editors can draw on. It considers both qualitative and quantitative ways of testing and developing a commissioning editor's understanding of end‐users to improve market reach and customer satisfaction. The article concludes with a case study illustrating how one publisher used research on end‐users to improve its products and be more successful in the market. 相似文献
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Selling journals to consortia and other large customers is increasingly difficult for small publishers, and yet libraries want their journals. The ALPSP Learned Journals Collection (ALJC) was put together, after considerable research, as an attempt to overcome this problem for ALPSP member publishers. Working through Swets Information Services, 247 journals from 25 publishers can be sold as a single package. Despite the difficulties, a single publisher agreement, customer licence, and pricing and revenue‐sharing model were all agreed upon. Customer reactions indicate that this is a real win–win solution for publishers and libraries. 相似文献
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Amanda Maple Carol Wright Robert Seeds 《Library Collections, Acquisitions, and Technical Services》2004,27(4):425-442
The issue of format duplication in academic library collections is increasingly complicated and perplexing in an environment of static or dwindling resources, soaring user expectations, dynamic access models, and inconsistent and changing publisher and vendor pricing structures. The problem is further complicated for libraries serving a university with multiple campus locations. This paper surveys recent investigative projects and highlights the work of a Duplicate Formats Task Force at Pennsylvania State University charged with determining the extent and nature of format duplication at that institution. 相似文献
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《Library Collections, Acquisitions, and Technical Services》2003,27(4):425-442
The issue of format duplication in academic library collections is increasingly complicated and perplexing in an environment of static or dwindling resources, soaring user expectations, dynamic access models, and inconsistent and changing publisher and vendor pricing structures. The problem is further complicated for libraries serving a university with multiple campus locations. This paper surveys recent investigative projects and highlights the work of a Duplicate Formats Task Force at Pennsylvania State University charged with determining the extent and nature of format duplication at that institution. 相似文献
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《Journal Of Access Services》2013,10(1):193-210
Abstract Fee-based information services in libraries will face many challenges in continuing to offer value-added, cost-effective services to customers during the opening decade of the new millennium. Some of the challenges are similar to those faced by other library units, but others are unique. Many of these are related to the proliferation of electronic resources and to the “do-it-yourself” approach customers have toward them. Other issues that must be addressed include shifts in client expectations; the demand for new types of information services and products; unresolved intellectual property issues; evolving means of providing access, delivery, and distribution; the need to form innovative partnerships; and the increasing globalization of the customer base. 相似文献
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《Library & information science research》1994,16(1):3-21
The quality of interlibrary loan services was investigated from the dyadic perspective of the library and the library customer. The study paired the use of a valid, reliable measuring instrument, SERVQUAL, with an unobtrusive approach related to 130 contrived interlibrary loan transactions in 38 large public libraries in Canada. Library measures of quality produced a fill rate of 52% and a turnaround time of 38 days. Customer expectations of quality proved higher than their perceptions of the quality of services they had received. Reliability, the dimension of quality ranked most important by customers for evaluating service quality, scored lowest in performance. Overall attitudes about the public library were higher than levels of satisfaction with interlibrary loan services. The study found a mismatch between library measures of interlibrary loan performance, based on fill rate and turnaround time, and customer measures of quality, based on disconfirmation theory. 相似文献
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Martin S 《Health information and libraries journal》2003,20(1):15-21
This study provides the results of a survey conducted in the autumn of 2001 by ten NHS library services across Somerset, Devon and Cornwall. The aim of the project was to measure the service quality of each individual library and to provide an overall picture of the quality of library services within the south-west peninsula. The survey was based on SERVQUAL, a diagnostic tool developed in the 1980s, which measures service quality in terms of customer expectations and perceptions of service. The survey results have provided the librarians with a wealth of information about service quality. The service as a whole is perceived to be not only meeting but also exceeding expectations in terms of reliability, responsiveness, empathy and assurance. For the first time, the ten health library services can measure their own service quality as well as benchmark themselves against others. 相似文献
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《Journal of Web Librarianship》2013,7(4):182-192
The development of Occam's Reader has been a watershed moment for academic libraries and interlibrary loan. One of the unintended outcomes from the Occam's Reader system is an opportunity to partner with a publisher and use its content in a library-developed viewer. This process is termed content collaboration. Content collaboration is simply the use of publisher-provided content in a presentation platform, a viewer that the library develops or customizes. The customization of the viewer is a tremendous opportunity for the academic library to develop a viewing platform that can directly address the unique expectations and concerns at the user's home institution. 相似文献