Atendimento de excelência em bibliotecas: estudo de caso na biblioteca do Instituto de Ensino Superior da Paraíba

Abstract

Aims to address the importance of quality customer service, which plays an important role in all types of businesses and several aspects of people's lives. Points out that one of the greatest tools to delight your customers the company has to implement a culture and practice of excellence in the relationship with your client, who is now a matter of business survival. In this context, it is necessary that librarians managers give more attention in the category customer service, returning the services the library provides for this purpose. Due to the advancement of information and communication technologies, much has been noticed in society devaluation of libraries as academic and cultural support. More than ever, it is necessary that libraries change their relationship with the public policies, modernizing its services by investing in customer service excellence and empowering employees, done that, the libraries will be able to attract and retain their readership. Consequently there will be a paradigm shift with respect to the negative image that people have of libraries. Research directed as a descriptive and bibliographic research. In order to ascertain the factors that impact the provision of service excellence in the library of the Community College of Paraiba. Thus, taking as input the application of a questionnaire, which aimed to elucidate the factors that impact on care. It is concluded that there are factors that positively impacts the library services, as were also highlighted factors that need to be improved, because these are reflecting a negative image of the library.