This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways librari
This classic book is brought fully up to date as Hernon and Altman integrate the use of technology into the customer experience. They offer solid, practical ide
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, a
This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the p
Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for im