THOUGHTS ON COMPLAINT MANAGEMENT IN LIBRARIES (Gondolatok a konyvtari panaszkezelesrol)

• Authors: Horvath Sarolta
• Languages of publication: HU

Abstracts

EN

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 Szabo Library in Budapest, paying special attention to the ways of improving library services as a result of recognizing readers' remarks and needs.

Keywords

EN

COMPLAINT MANAGEMENT; LIBRARY SERVICES

Discipline

• LIBRARY_&_INFORMATION_SCIENCE: LIBRARY & INFORMATION SCIENCE

• Publisher: Budapest University of Technology and Economics, National Technical Information Centre and Library (BME OMIKK)
• Journal: Tudomanyos es Muszaki Tajekoztatas ( Scientific and Technical Information; Hungarian journal of library and information science)
• Year: 2009
• Volume: 56
• Issue: 6
• Pages: 270-276
• Document type: ARTICLE

Contributors

author

Horvath Sarolta

• Sarolta Horvath, no address given, contact the journal editor

Identifiers

CEJSH db identifier

10HUAAAA079617