Authors: Moghaddam, Golnessa Galyani; Moballeghi, Mostafa

Source: The Electronic Library, Volume 26, Number 6, 2008 , pp. 912-922(11)

Publisher: Emerald Group Publishing Limited

Abstract:

<B>Purpose</B> - The purpose of this paper is to present an overview of total quality management (TQM) in the library and information sectors. <B>Design/methodology/approach</B> - A review of the literature on TQM concepts was carried out. Focusing on TQM implementation in the library and information sectors, the experiences of libraries adopting this method are also reviewed. <B>Findings</B> - TQM was initially applied as a management philosophy in the manufacturing sector. Following its enormous success, this philosophy is increasingly being applied in the service sector, including libraries. <B>Originality/value</B> - The paper provides a useful overview of TQM implementation in the library and information sectors.

Keywords: Customer satisfaction; Customer services quality; Library management; Total quality management

Document Type: Research article

DOI: http://dx.doi.org/10.1108/02640470810921664

Publication date: 2008-11-14

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