Reference and Information Service Section Conference and Exhibition 6-8 September 1999, Sydney Hilton, Australia

Managing The Customer Role - a Model for Library Services.

This paper proposes a model of "the service encounter" as a means to improve productivity and service quality through managing the customers' expectations, behaviours, skills and rewards. It describes a case study applying the model in a multi-campus, cross-sectoral (TAFE/Higher Education) academic library.

Julie Ager, Senior Reference Librarian, Hawthorn Campus Library & Jane Westwood, Lecturer in Marketing, Swinburne University of Technology.