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Service encounter plays a major role

In nutshell, service quality is illusive and elusive concept, nifty, difficult to measure and achieve. It is quite common that service managers fail to recognize quality problem. Lack of solid measures for service quality and the fact that large majority (as many as 96%) of dissatisfied customers do not complain keep service managers in dark. Customer satisfaction should be numbered one priority in library services. Though measuring is difficult, customer satisfaction can be queue management defined in simple terms as perception minus expectation. Both expectation and perception of customer play crucial role in customer satisfaction.

The expectations are often derived from personal experience. Perceived usefulness of service mainly measures the system's impact on individuals' effectiveness, but it is not the only measure. It is often said in case of service organizations that the perceived quality of service is realized at the moment of truth i.e., when the service delivery queue management personnel and customer come in contact for delivery and receipt of service and thus emphasizing the importance of customer participation in service delivery process. In other words, customer-service provider interaction plays vital role in determining the level of customer satisfaction. Satisfaction is primarily an emotional customer-centered personal response/ reaction. As a state experienced inside customer mind, it involves both intellectual and emotional responses.

Customer satisfaction (including expectation and perception of queue service management customer) depend more queue service management on customer and his style (his overall post queue management purchase evaluation) than technology or system. The customer and his style in turn depend on his perception, viewpoint, experience, expertise, prior personal knowledge, recent performance and first impression. As far as library customers are concerned, image of a library helps to determine the expectations. Advertisements and casual conversations greatly affect the image of libraries. Interestingly, regular users of libraries tend to have more realistic expectations than irregular users. Libraries can gauge the expectations of customers through: suggestions; bench marking; focus groups or user panels and special studies like depth interviews.


Research methodology offers suitable instruments like scales and psychometric factors to queue service management measure satisfaction. Customer perception and expectations are closely linked. Though impressions are not queue service management scientific- evaluations, they are formed during service delivery process. Normally customers tend to queue management have multiple interactions (tasks) in a single visit to library. Single unfortunate incident can change customer perception in a multiple interactions' situation. Genuinely involving customers and developing a service-wide image of consistency and efficiency are two important ways to improve customer perception of service.

Customer satisfaction and demand are also closely linked. Good service generate greater use from limitless pool of latent demand. Satisfaction itself is adoptive in the sense a good service overstretched can cause drop in queue management satisfaction.

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