Customer Experience of Libraries
Jennifer Rowley
(Crewe and Alsager Faculty,
Manchester Metropolitan University, Crewe, UK)
2480
Abstract
Seeks to explore aspects of the total customer experience in libraries, initially through three simple case studies, and subsequently by identifying some of the factors that might influence the customer experience. Proposes a methodology using walk‐through audits for monitoring total customer experience.
Keywords
Citation
Rowley, J. (1994), "Customer Experience of Libraries", Library Review, Vol. 43 No. 6, pp. 7-17. https://doi.org/10.1108/00242539410067746
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited