id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crln-8547	Gavillet, Erika L.	The “just do it” approach to customer service development: A case study	2011-04-01	4	.pdf	application/pdf	2311	122	62	At Newcastle University Library, the Cus- tomer Services Group was keen to target improvements to services that are important to the users of the library, rather than projects that library staff felt were important to the users. However, library staff are well aware of the difficulty in extracting opinion and responses from students, especially in this age of survey en-	cache/crln-8547.pdf	txt/crln-8547.txt