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

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Horvath S.
Tudomanyos es Muszaki Tajekoztatas ( Scientific and Technical Information; Hungarian journal of library and information science)
|
2009
|
vol. 56
|
issue 6
270-276
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.
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