Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!
Tom PetersOne potential long-term problem with many current digital libraries is that they grew out of and aresupported by bricks-and-mortar libraries. Although there is nothing inherently wrong with that arrangement, inreality it creates a potentially dangerous situation that I call "the other digital divide."
Tom PetersEvery managerial act must be seen as an unequivocal support for urgency in pursuit of constant testing, change, and improvement.
Tom Peters