Identifies attributes that directors of the academic libraries in the Association of Research Libraries (ARL) need. Present-day directors must possess a wide variety of attributes and are less likely to remain in the same position for as long as their predecessors did. With the aging population of academic librarians, matching the right individual…

Examines a new approach to measuring service quality--conducted at Yale University's libraries--one that produces findings useful for local planning and decision making. The goal is to probe the service attributes of greatest potential to both actual customers and service providers. The setting for this study was Yale University. (AEF)