Quality Control: a Necessary Good for Improving Service
mediaposted on 2013-12-06, 00:00 authored by Firouzeh Logan, Krystal Lewis
This paper reports on the benefits, challenges, and effective methods of assessing the quality of virtual references services at an academic library.
Publisher StatementPost print version of article may differ from published version. This is an electronic version of an article published in Logan, F. F. and K. Lewis (2011). "Quality control: A necessary good for improving service." Reference Librarian 52(3): 218-230. Reference Librarian is available online at: http://www.informaworld.com/smpp/ DOI:10.1080/02763877.2011.557314
PublisherTaylor & Francis