Interlibrary Loan/Document Delivery and Customer Satisfaction (Hardcover)

Contents Introduction GMRLC Negotiations for an Interstate Courier Delivery Speed, Timeliness and Satisfaction: Patrons’ Perceptions About ILL Service The Value of Interlibrary Loan: An Analysis of Customer Satisfaction Survey Comments Patron Satisfaction at Any Cost? A Case Study of Interlibrary Loan in Two Research Libraries Changing Workloads and Productivity in Interlibrary Loan Interlibrary Loan Management Software: A Comparative Analysis of SAVEIT, AVISO & PRS How Much are Customers Willing to Pay for Interlibrary Loan Service ZAP: An Electronic Request System, Planning, Development and Adaptation in a Network Environment Empowering the Patron: Redesigning Interlibrary Loan Services A Manager’s Viewpoint: Opportunities for Radical Paradigm Shifts Appendix Index Reference Notes Included