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2009 | 56 | 6 | 270-276
Article title

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

Authors
Title variants
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.
Contributors
  • Sarolta Horvath, no address given, contact the journal editor
References
Document Type
Publication order reference
Identifiers
CEJSH db identifier
10HUAAAA079617
YADDA identifier
bwmeta1.element.75841523-af0d-39e0-afea-1bb9a1274f81
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