1. The Customer is the Key -- 2. Evaluation -- 3. Service Quality as Reflected in the Literature -- 4. Application of Service Quality to Academic Libraries --5. Surveying Customers -- 6. Creating a Service Quality Information System -- 7. Looking at Service Quality in Your Library -- 8. A Critical Leadership Role -- 9. Service Quality: A Critical Issue Confronting Higher Education -- Appendix A: Service Quality for Library Users: A Survey Instrument --Appendix B: Library Customer Survey -- Appendix C: Participants to Phase One
