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Customer Service in Academic Libraries by Stephen Mossop

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Chapter 6

Innovations in User Services at Sabancı University Information Center

Mine Akkurt,    Information Center, Sabancı University, Istanbul, Turkey

Abstract

This chapter describes the customer service strategies adopted by an academic library/information center serving a private research-intensive Turkish university. It describes how customer feedback initiatives are used to identify sources of user irritation, and the practical efforts expended in order to resolve them.

Keywords

Customer expectations; customer satisfaction; room booking systems; library technology; QR codes; strategic change; teamwork; standards

There are 193 universities in Turkey, and approximately more than half of these universities are private foundations as of 2015 (Council ...

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