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EDUCAUSE Review Articles, User Expectations, and Customer Service

Recent library resources tagged with EDUCAUSE Review Articles, User Expectations, and Customer Service.

Compartments, Customers, or Convergence?
Added by the EDUCAUSE Librarian
Title:Compartments, Customers, or Convergence? (ID: ERM0731)
Author(s):Gregory A. Jackson (University of Chicago)
Origin:EDUCAUSE Review Articles (2007)
Type:Articles, Papers, and Reports
Abstract:

Compartmentalization no longer works, and focusing on customers no longer suffices. Satisfying customer expectations through compartmentalized services and activities must give way to engaging customers through convergent services and activities.

View this resource:
http://www.educause.edu/ir/library/pdf/ERM0731.pdf
http://www.educause.edu/apps/er/erm07/erm0731.asp
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IT Service and Users' Expectations: A Balancing Act
Added by the EDUCAUSE Librarian
Title:IT Service and Users' Expectations: A Balancing Act (ID: ERM0139)
Author(s):John Bucher (Kansas State University)
Origin:EDUCAUSE Review Articles (2001)
Type:Articles, Papers, and Reports
Abstract:The author discusses the difficulty of meeting user expectations of customer service while feeling the constraints of tight budgets and limited IT staff.
View this resource:
http://www.educause.edu/ir/library/pdf/ERM0139.pdf
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