ABSTRACT
Service is the glue that binds the technology and content to the library and user. Nothing compensates for good service-excellence in content and its technical delivery are meaningless if the customer cannot receive it due to poor service. The traditional service roles provided mainly by agents are changing. The many new services required call for much improved service levels and a considerable amount of cooperation in the supply chain to deliver them. This chapter will look at some of these roles and particularly those provided by intermediaries in the acquisition, access, and management of subscription-based e-resources.
