56. évfolyam (2009) 6. szám

HORVÁTH, S.: Thoughts on complaint management in libraries

Besides encouraging the ”complaining attitude” of the customer, an important element of complaint management is to choose the appropriate procedure to be applied when dealing with the customer. The study analyses the users' complaint management communication on the public online forum of the Central Library of the Metropolitan Ervin Szabó Library in Budapest, paying special attention to the ways of improving library services as a result of recognizing readers' remarks and needs.

Nyomtatható verzió