Customer Experience of Libraries

Abstract

Seeks to explore aspects of the total customer experience in libraries, initially through three simple case studies, and subsequently by identifying some of the factors that might influence the customer experience. Proposes a methodology using walk‐through audits for monitoring total customer experience.

Citation

Rowley, J. (1994), "Customer Experience of Libraries", Library Review, Vol. 43 No. 6, pp. 7-17. https://doi.org/10.1108/00242539410067746