New measures for research libraries

Journal of Academic Librarianship

Volumn 25, Issue 6, 1999, Pages 484-487

  Nitecki, Danuta A ^a   Franklin, Brinley ^b  

^a YALE UNIVERSITY   (United States)

^b Univ C   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0010217707     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0099-1333(99)00084-1     Document Type: Note

References (16)

1. The following 13 library directors and members of the association's Statistics and Measurement Committee and its Leadership and Management Committee, as well as two invited resource persons and three ARL staff members attended the two-day working meeting in Tucson, Arizona: ARL directors Shirley Baker (Washington-St. Louis), Betty Bengtson (Washington), Jennifer Cargill (Louisiana State), Bill Crowe (Kansas), Ron Dow (Rochester), Joan Giesecke (Nebraska), Cliff Haka (Michigan State), Paul Kobulnicky (Connecticut), Sue Martin (Georgetown), Sarah Michalak (Utah), Carolynee Presser (Manitoba), Sherrie Schmidt (Arizona State), and Carla Stoffle (Arizona); resource people Brinley Franklin (Connecticut), Danuta A. Nitecki (Yale); and ARL staff Julia Blixrud, Kathryn Deiss, and Duane Webster. Shelley Phipps (University of Arizona Library) also participated as facilitator.
2. More information about the New Measures Group and copies of all the white papers resulting from this retreat may be found at http://www.arl.org/stats/newmeas.html.
3. Rachel Applegate, "Models of Satisfaction," in Encyclopedia of Library and Information Science 60, suppl. 23, edited by Allen Kent (New York: Marcel Dekker, 1997), p. 200.
4. Mary Jo Bitner & Amy R. Hubbert, "Encounter Satisfaction Versus Overall Satisfaction Versus Quality: The Customer's Voice," in Service Quality: New Directions in Theory and Practice, edited by Roland T. Rust and Richard L. Olvier (Thousand Oaks, CA: Sage, 1994), pp. 76-77.
5. A. Parasuraman, Leonard L. Berry, & Valarie A. Zeithaml, "A Conceptual Model of Service Quality and its Implications for Future Research," Journal of Marketing 49 (Fall 1985): 41-50.
6. Peter Hernon & Ellen Altman, Assessing Service Quality: Satisfying the Expectations of Library Customers (Chicago: American Library Association, 1998), p. 8.
7. Elaine Brekke, User Surveys in ARL Libraries, SPEC Kit 205 (Washington, D.C.: Association of Research Libraries, 1994), p. 4.
8. Ibid. p. 7.
9. GraceAnne A. DeCandido, After the User Survey, What Then? SPEC Kit 226 (Washington, D.C.: Association of Research Libraries, 1997), p. 15.
10. Hernon & Altman. Assessing Service Quality, pp. 182-187.
11. Brekke, User Surveys in ARL Libraries, pp. 24-51.
12. Association of Research Libraries, User Surveys in Academic Libraries, April 11, 1997. (Nashville, TN) (Workshop Notebook, 1997).
13. Syed Saab Andaleeb & Patience L. Simmonds, "Explaining User Satisfaction with Academic Libraries: Strategic Implications," College & Research Libraries 59 (March 1998): 156-167.
14. Parasurian, Berry, & Zeithmal "A Conceptual Model... . "
15. Danuta A. Nitecki, "Assessment of Service Quality in Academic Libraries: Focus on the Applicability of the SERVQUAL," in Proceedings of the 2nd Northumbria International Conference on Performance Measurement in Libraries and Information Services (Newcastle upon Tyne, England: Department of Information and Library Management, University of Northumbria at Newcastle, 1998), pp. 181-196.
16. Hernon & Altman, Assessing Service Quality, pp. 101-116.