It's their library, not ours: how value comes from a philosophy not a purse

摘要

It is difficult to prove a direct correlation between what students value, their levels of satisfaction, and customercentred service delivery. However, the premise that high levels of satisfaction have to derive from high levels of investment or substantial existing collections can be refuted as evidenced by this case. Instead, amongst a range of potential influencing factors, it is posited that a customer-oriented philosophy and service are the most important.