Quality services and customer orientation – theoretical notion or reality?

Abstract

To develop a successful organization it is necessary to be oriented to the client. The result of service in the library is library service, which aims to meet the information or moral needs of its users. Usually the user appreciates the service quality comparing its expectations with gained experience in using the service.

Encouraging and facilitating change in the libraries assumes the acceptance of new ideas and concepts, taking over some new skills, qualifications and giving up outdated techniques and models and changing the traditional patterns of behavior.