This is a report of a recently-completed project undertaken by Hatfield Polytechnic for the British Library Research and Development Department. The purpose of the investigation was to examine the 'Levels of Service' concept when applied to business information services offered by publicly-funded libraries to business and industry. A survey of users and non-users of these services was undertaken. Consideration was given to the costing and charging mechanisms necessary to a business information service which based its work on a 'Levels of Service' approach.
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