Book Review: Assessing Service Quality: Satisfying the Expectations of Library Customers

Abstract

We all know that libraries are under pressure to reinvent services and programs to meet the changing demographics and demands of our current and future users as well as to maintain relevancy in the digital age. Shrinking budgets and competition for funding weigh heavily on the minds of all library administrators. Providing outstanding service is at the heart of the library, and, as stated in the introduction to this third edition of a classic favorite on service, “customers are more than a source for data collection; they are the reason for the existence of libraries” (xii).