id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-14942	Millson-Martula, Christopher; Menon, Vanaja	Customer Expectations: Concepts and Reality for Academic Library Services	1995-01-01	16	.pdf	application/pdf	9037	452	47	Whether using survey instruments, interviews, focus groups, or other assessment methods, academic librarians can gain insight into their customers' needs by under- standing: (1) their overall attitudes; (2) the context or environment in which cus- tomers use library services; and (3) their perception of how library services are linked to other services. Then they can learn the needs and expectations of their customers as well as evaluate the level of customer satis- faction with library services.	cache/crl-14942.pdf	txt/crl-14942.txt