id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-15128	Coleman, Vicki; Xiao, Yi (Daniel); Bair, Linda; Chollett, Bill	Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality	1997-05-01	13	.pdf	application/pdf	4537	212	53	Exceeding what customers expect from the service is the key to delivering high-quality service.2 TQM principles emphasize the use of a decentralized, team-oriented approach to address the issues causing the gaps in customer expectations and perceptions.3 Analy- 238 College & Research Libraries May 1997 tations: desired service (which reflects what customers want); adequate ser- vice (the standard customers are will- ing to accept); and predicted service (the level of service customers believe is likely to occur).5 Their research also sup- ports the theory that customers gener- ally use five factors, or dimensions, as their criteria for judging service quality. Various teams, referred to as Clouds, have been created in the library to address issues of service quality per- tinent to library customers.	cache/crl-15128.pdf	txt/crl-15128.txt