Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization.

Discusses the development of a new culture of research librarianship that is customer-focused, based on experiences at the University of Arizona library. Highlights include cooperative partnerships with users; LibQUAL+ as a tool to learn how users perceive library services in relation to their expectations; and staff participation in strategic long-range planning. (LRW)