id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-14844	Atkinson, Ross	Guest Editorial: The Coming Contest	1993-11-01	5	.pdf	application/pdf	2028	110	53	There- fore, service quality is relatively simple for a business to define: high-quality services are those that generate increas- ing revenue, and low-quality services are those that do not. Be- cause service is so difficult (in the ab- sence of a convenient gauge like revenue) to monitor and assess, and be- cause the real needs of academic users are so diverse and complex, and because the library has always had (by virtue of its proximity to its users) what amounts to a monopoly on campus for print informa- tion services, and finally because service is the library's only purpose for existence, the library has preferred and has been permitted to define service quality on the basis of whatever service levels it- the library-provides.	cache/crl-14844.pdf	txt/crl-14844.txt