Adapting service quality concepts to academic libraries

Journal of Academic Librarianship

Volumn 23, Issue 5, 1997, Pages 359-369

  Quinn, Brian ^a  

^a TEXAS TECH UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0009116479     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0099-1333(97)90033-1     Document Type: Article

References (62)

1. Nitecki Danuta A. Changing the Concept and Measure of Service Quality in Academic Libraries. Journal of Academic Librarianship. 22:May 1996;181-190.
2. Clair Guy St. Customer Service in the Information Environment. 1993;132 Bowker-Sauer, London.
3. Hernon Peter, Altman Ellen. Service Quality in Academic Libraries. 1996;142 Ablex, Norwood, NJ.
4. Millson-Martula Christopher, Menon Vanaja. Customer Expectations: Concepts and Reality for Academic Library Services. College & Research Libraries. 56:January 1995;33-47.
5. Sirkin Arlene Farber. Customer Service: Another Side of TQM. Journal of Library Administration. 18:(1/2):1993;71-83.
6. Nitecki, "Changing the Concept...."
7. Hernon Peter, Calvert Philip J. Methods for Measuring Service Quality in University Libraries in New Zealand. Journal of Academic Librarianship. 22:September 1996;387-391.
8. Wehmeyer Susan, Auchter Dorothy, Hirshon Arnold. Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan. Journal of Academic Librarianship. 22:May 1996;173-180.
9. Bicknell Tracy. Focusing on Quality Reference Service. Journal of Academic Librarianship. 20:May 1994;77-81.
10. Goleski Elaine. Learning to Say 'Yes': A Customer Service Program for Library Staff. Library Administration and Management. 9:Fall 1995;211-215.
11. White Marilyn Domas, Abels Eileen G. Measuring Service Quality in Special Libraries: Lessons from Service Marketing. Special Libraries. 86:Winter 1995;36-45.
12. Berry Leonard L. Great Service Now: Framework for Action. Paper presented at the annual meeting of the American Library Association. New York :July 1996.
13. Lynch Mary Jo. New National Numbers on Academic Libraries. College & Research Libraries News. 10:November 1994;630-631.
14. Association of Research Libraries. ARL Statistics 1994-1995. 1996;8 Association of Research Libraries, Washington, D.C.
15. Butler Brett. Electronic Course Reserves and Digital Libraries: Progenitor and Prognosis. Journal of Academic Librarianship. 22:March 1996;124-127.
16. Stoll Clifford. Silicon Snake Oil. 1995;188 Doubleday, New York.
17. Domas White, & Abels, "Measuring Service Quality."
18. Swiss James E. Adapting Total Quality Management (TQM) to Government. Public Administration Review. 52:July/August 1992;356-362.
19. Newman William H., Wallender Harvey W. Managing Not-For-Profit Enterprises. Journal of Library Administration. 1:Spring 1980;87-97.
20. Usherwood Bob. Libraries as a Public Service. Public Library Journal. 7:November/December 1992;141-145.
21. Butcher Karyle S. Total Quality Management: The Oregon State University Library's Experience. Journal of Library Administration. 18:(1/2):1993;45-56.
22. Pedersen Robert. The Perils of Total Quality Management: Bringing Business Rhetoric to Academe. The Chtonicle of Higher Education. 39:September 23, 1992;B4.
23. Schwatzman Roy. Are Students Customers? The Metaphoric Mismatch between Management and Education. Education. 116:Winter 1995;215-222.
24. Jurow Susan. TQM: The Customer Focus. O'Neil Rosanna M. Total Quality Management in Libraries: A Sourcebook. 1994;18-19 Libraries Unlimited, Inc. Englewood, Co.
25. Green Andrew. What Do We Mean by User Needs. British Journal of Academic Librarianship. 5:(2):1990;65-78.
26. Seay Thomas, Seaman Sheila, Cohen David. Measuring and Improving the Quality of Public Services: A Hybrid Approach. Library Trends. 44:Winter 1996;464-490.
27. McGrath William E. The Reappearance of Rankings: Reliability, Validity, Explanation, Quality, and the Mission of Library and Information Science. Library Quarterly. 63:(2):1993;192-198.
28. Keller George. Increasing Quality on Campus: What Should Colleges Do about the TQM Mania? Change. 24:May/June 1992;48-51.
29. Moore Stephen T., Kelly Michael J. Quality Now: Moving Human Services Organizations Toward a Consumer Orientation to Service Quality. Social Work. 41:January 1996;33-40.
30. Whitlatch Jo Bell. Customer Service: Implications for Reference Practice. The Reference Librarian. 49/50:1995;5-24.
31. Carr David K., Littman Ian D. Excellence in Government: Total Quality Management in the 1990's. 1990;32 Coopers and Lybrand, Arlington, VA.
32. Rettig James. Can We Get There from Here? Allen Bryce. Evaluation of Public Services and Public Services Personnel. 1991;3-26 University of Illinois, Graduate School of Library and Information Science, Urbana, IL.
33. Hardy Gayle J., Robinson Judith Schiek. Reference Services to Students: A Crucible for Ethical Inquiry. RQ. 30:Fall 1990;82-87.
34. Lubans John Jr. Teaching the User: Ethical Considerations. The Reference Librarian. 4:Summer 1982;89-98.
35. McCallum J. Richard, Harrison Wayne. Interdependence in the Service Encounter. Czepiel John A., Solomon Michael R., Surprenant Carol F. The Service Encounter: Managing Employee/Customer Interaction in Service Businesses. 1985;35-48 Lexington Books, Lexington, MA.
36. Flinner Bea. Academic Libraries and Reference Ethics. The Reference Librarian. 4:Summer 1982;151-155.
37. Millson-Martula & Menon, "Customer Expectations: Concepts..."
38. Gutek Barbara A. The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions. 1995;147 Jossey-Bass, San Francisco.
39. Brown Janet Dangenais. Using Quality Concepts to Improve Reference Services. College & Research Libraries. 55:May 1994;211-219.
40. Zeithaml Valarie A., Parasuman A., Berry Leonard L. Delivering Quality Service: Balancing Customer Perceptions and Expectations. 1990;45 The Free Press, New York.
41. Jandt Fred E. The Customer Is Usually Wrong! 1995;39 Park Avenue Publishers, Indianapolis.
42. Jandt Fred E. The Customer Is Usually Wrong! 1995;43 Park Avenue Publishers, Indianapolis.
43. Johnston Benice B. Real World Customer Service. 1996;42 Small Business Sourcebooks, Naperville, IL.
44. Sirkin Arlene Farber. Is the Customer Always Right? 1994;American Library Association/Library Video Networks, Towson, MD. videocassette (23 minutes).
45. Hardy & Robinson, "Reference Services to..."
46. LeBlanc James D. Classification and Shelflisting as Value Added: Some Remarks on the Relative Worth and Price of Predictability, Serendipity, and Depth of Access. Library Resources and Technical Services. 39:July 1995;294-302.
47. Booth Wayne C., Colomb Gregory G., Williams Joseph M. The Craft of Research. 1995;64 The University of Chicago Press, Chicago, IL.
48. Heller Paul, Kohler Stuart. Take This Book and Shelve It! College & Research Libraries News. 57:July/August 1996;425-426.
49. Zeithaml, Parasuraman, & Berry, Delivering Quality Service, p. 16.
50. What They're Reading on College Campuses. Chronicle of Higher Education. 42:April 5, 1996;A36.
51. Atkinson Ross. Old Forms, New Forms: The Challenge of Collection Development. College & Research Libraries. 50:September, 1989;507-520.
52. Kent Allen, et al. Use of Library Materials: The University of Pittsburgh Study. 1979;Dekker, New York.
53. McMurdo George. User Satisfaction. New Library World. 81:1980;83-85.
54. Goode William J. The Librarian: From Occupation to Profession? The Library Quarterly. 31:October, 1961;306-320.
55. Britten William A., Webster Judith D. Comparing Characteristics of Highly Circulated Titles for Demand-Driven Collection Development. College & Research Libraries. 56:July 1995;313-318.
56. Sylvia Margaret, Lesher Marcella. What Journals Do Psychology Graduate Students Need? A Citation Analysis of Thesis References. College & Research Libraries. 56:July 1995;313-318.
57. Wakefield Kirk L., Blodgett Jeffrey G. The Importance of Servicescapes in Leisure Service Settings. Journal of Services Marketing. 8:(3):1994;66-76.
58. Gregory D. Upah & James W. Fulton, "Situation Creation in Service Marketing," in The Service Encounter, p. 257.
59. Berry Leonard L. On Great Service: A Framework for Action. 1995;70 The Free Press, New York.
60. Dewdney Patricia, Ross Catherine Sheldrick. Flying a Light Aircraft: Reference Service Evaluation from a User's Viewpoint. RQ. 34:Winter 1994;217-230.
61. Chebat Jean-Charles, Filiastrault Pierre, Gelinas-Chebat Claire, Vanisky Alexander. Impact of Waiting Attribution and Consumer's Mood on Perceived Quality. Journal of Business Research. 34:November 1995;191-196.
62. Goerne Carrie. Now Book Browsers Can Munch Brownies as They Shop for Browning. Marketing News. 26:July 6, 1992;1-9.