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- URN to cite this document:
- urn:nbn:de:bvb:355-epub-35160
Abstract
Evaluation and long-term assurance of customer satisfaction are integral elements of quality management in libraries. Quality defined as " all features and functions of a product or service that influence the way that product or service meets certain specified demands" (EOQ , 1976) is subjective in the case of each individual customer but the opinions of those customers make the basis for general ...
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