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Διοίκηση ποιότητας στις σύγχρονες βιβλιοθήκες - υπηρεσίες πληροφόρησης : o ρόλος των προσδοκιών των χρηστών

Part of : Τεκμήριον : επιστημονική επετηρίδα του Τμήματος Αρχειονομίας και Βιβλιοθηκονομίας ; Vol.6, No.1, 2006, pages 144-163
Issue:
Vol.6, No.1, 2006
Pages:
144-163
Parallel Title:
Quality management for information services : an approach based on user expectations
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Abstract:
The quality and the management of quality becomes an important issue for modern information services which gradually form part of an important internationalised, increasingly competitive environment in which the user prevail. Novel approaches within the quality management subject area include service quality measures, identification of true (implied and expressed) user needs as well as management of user expectations for the services provided. The new economy and technological advances for the information services have led to both public and private investments in libraries-information services. The theoretical context within which the library quality management is addressed here comprise a) a total library service approach for the assessment of information services collaborative schemes, b) the relation of competition increase in information services pertaining to a double hybrid environment (conventional versus digital & public or not nature of information services) and c) the need to investigate quality management structures which emanate from the user needs, user expectations and perceptions.
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