Service quality and customer satisfaction: An assessment and future directions

Journal of Academic Librarianship

Volumn 25, Issue 1, 1999, Pages 9-17

  Hernon, Peter ^a   Nitecki, Danuta A ^b   Altman, Ellen ^c  

^a SIMMONS COLLEGE   (United States)

^b YALE UNIVERSITY   (United States)

^c Public Libraries   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032623046     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0099-1333(99)80170-0     Document Type: Article

References (66)

1. See, for instance, A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "A conceptual model of service quality and its implication for further research," Journal of Marketing 49 (1985): 41-50; A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality," Journal of Retailing 64 (Spring 1988): 161-167; Valarie A. Zeithaml, A. Parasuraman, & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
2. See, for instance, A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "A conceptual model of service quality and its implication for further research," Journal of Marketing 49 (1985): 41-50; A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality," Journal of Retailing 64 (Spring 1988): 161-167; Valarie A. Zeithaml, A. Parasuraman, & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
3. See, for instance, A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "A conceptual model of service quality and its implication for further research," Journal of Marketing 49 (1985): 41-50; A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality," Journal of Retailing 64 (Spring 1988): 161-167; Valarie A. Zeithaml, A. Parasuraman, & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
4. For an interesting discussion, see Alvin P. Sanoff, "Rankings are here to stay; colleges can improve them," Chronicle of Higher Education (September 4, 1998), p. A96.
5. See, for instance, the Standards for Accreditation from the Commission on Institutions of Higher Education. Standard Seven, "Library and Information Resources," of the New England Association of Schools & Colleges states: • "7.6 The institution regularly and systematically evaluates the adequacy and utilization of its library and information resources, and uses the results of the data to improve and increase the effectiveness of these services;" and • 7.7 Through a program of regular and systematic evaluation, the institution determines whether the co-curricular goals and needs of the students are being met. Information obtained through this evaluation is used to revise these goals and improve their achievement" (Available: http://www.mec.edu/neasc/stanchibe.htm).
6. See Peter Hernon & Ellen Altman, Assessing Service Quality: Satisfying the Expectations of Library Customers (Chicago: American Library Association, 1998), Chapters 4, 7, 8, and 10.
7. Arnold Hirshon, "Running with the red queen: Breaking new habits to survive in the virtual world," in Advances in Librarianship, vol. 20, edited by Irene Godden (San Diego, CA: Academic Press, 1996), p. 6. He notes that "customer services should be based not only on what customers express as their current needs, but also should predict those needs and generate demand for new services." He adds that the library staff must display "a well-developed vision" and "great faith in that visions" (p. 9) as the library settles on and changes strategic directions.
8. Thomas W. Shaughnessy, "Lessons from restructuring the library," Journal of Academic Librarianship 22 (July 1996): 252.
9. Carol A. Reeves & David A. Bednar, "Defining quality: Alternatives and implications," Academy of Management Review 19 (July 1994): 437.
10. George E. Kroon, "Improving quality in services marketing: Four important dimensions," Journal of Customer Service in Marketing & Management 1(2) (1995): 22.
11. Ibid., p. 24.
12. See Hernon & Altman, Assessing Service Quality, pp. 53-54; Tefko Saracevic & Paul B. Kantor, "Studying the value of library and information services. Part II. Methodology and taxonomy," Journal of the American Society for Information Science 48 (1997): 543-563.
13. See Hernon & Altman, Assessing Service Quality, pp. 53-54; Tefko Saracevic & Paul B. Kantor, "Studying the value of library and information services. Part II. Methodology and taxonomy," Journal of the American Society for Information Science 48 (1997): 543-563.
14. Peter Hernon & Ellen Altman, Service Quality in Academic Libraries (Norwood, NJ: Ablex, 1996), pp. 70-71.
15. "It is possible that a factor analysis deriving more than factors would see these topics split up." See Philip J. Calvert & Peter Hernon, "Surveying service quality within university libraries," Journal of Academic Librarianship 23 (September 1997): 412.
16. Ibid., pp. 408-415. Perhaps "collections: meeting student and faculty needs" would be a better category than "material for course needs."
17. Hernon & Altman, Assessing Service Quality, pp. 108-110.
18. Philip J. Calvert, "A different time, a different country: An instrument for measuring service quality in Singapore's polytechnic libraries," Journal of Academic Librarianship, 24 (July 1998): 296-303.
19. Brian Quinn, "Adapting service quality concepts to academic libraries," Journal of Academic Librarianship 23 (1997): 362.
20. Ibid., p. 367.
21. See, for instance, Vicki Coleman, Yi (Daniel) Xiao, Linda Blair, & Bill Chollett, "Toward a TQM paradigm: Using SERVQUAL to measure library service quality," College & Research Libraries 58 (May 1997): 237-251; Joan Stein, "Feedback from a captive audience: Reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University libraries," 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. 217-222. See also 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..., pp. 181-196; Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190; Susan Edwards & Mairéad Browne, "Quality in information services: Do users and librarians differ in their expectations?," Library & Information Science Research 17(1995): 1163-182; Françoise Hébert, "Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada," Library & Information Science Research 16 (1994): 3-21. See also Marilyn D. White & Eileen Abels, "Measuring service quality in special libraries," Special Libraries 86 (Winter 1995): 36-45; Marilyn Domas White, "Measuring service quality in libraries," in Advances in Library Administration and Organization, vol. 15, edited by Delmus E. Williams & Edward D. Garten (Greenwich, CT JAI Press, 1997), pp. 1-35.
22. See, for instance, Vicki Coleman, Yi (Daniel) Xiao, Linda Blair, & Bill Chollett, "Toward a TQM paradigm: Using SERVQUAL to measure library service quality," College & Research Libraries 58 (May 1997): 237-251; Joan Stein, "Feedback from a captive audience: Reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University libraries," 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. 217-222. See also 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..., pp. 181-196; Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190; Susan Edwards & Mairéad Browne, "Quality in information services: Do users and librarians differ in their expectations?," Library & Information Science Research 17(1995): 1163-182; Françoise Hébert, "Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada," Library & Information Science Research 16 (1994): 3-21. See also Marilyn D. White & Eileen Abels, "Measuring service quality in special libraries," Special Libraries 86 (Winter 1995): 36-45; Marilyn Domas White, "Measuring service quality in libraries," in Advances in Library Administration and Organization, vol. 15, edited by Delmus E. Williams & Edward D. Garten (Greenwich, CT JAI Press, 1997), pp. 1-35.
23. See, for instance, Vicki Coleman, Yi (Daniel) Xiao, Linda Blair, & Bill Chollett, "Toward a TQM paradigm: Using SERVQUAL to measure library service quality," College & Research Libraries 58 (May 1997): 237-251; Joan Stein, "Feedback from a captive audience: Reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University libraries," 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. 217-222. See also 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..., pp. 181-196; Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190; Susan Edwards & Mairéad Browne, "Quality in information services: Do users and librarians differ in their expectations?," Library & Information Science Research 17(1995): 1163-182; Françoise Hébert, "Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada," Library & Information Science Research 16 (1994): 3-21. See also Marilyn D. White & Eileen Abels, "Measuring service quality in special libraries," Special Libraries 86 (Winter 1995): 36-45; Marilyn Domas White, "Measuring service quality in libraries," in Advances in Library Administration and Organization, vol. 15, edited by Delmus E. Williams & Edward D. Garten (Greenwich, CT JAI Press, 1997), pp. 1-35.
24. See, for instance, Vicki Coleman, Yi (Daniel) Xiao, Linda Blair, & Bill Chollett, "Toward a TQM paradigm: Using SERVQUAL to measure library service quality," College & Research Libraries 58 (May 1997): 237-251; Joan Stein, "Feedback from a captive audience: Reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University libraries," 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. 217-222. See also 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..., pp. 181-196; Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190; Susan Edwards & Mairéad Browne, "Quality in information services: Do users and librarians differ in their expectations?," Library & Information Science Research 17(1995): 1163-182; Françoise Hébert, "Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada," Library & Information Science Research 16 (1994): 3-21. See also Marilyn D. White & Eileen Abels, "Measuring service quality in special libraries," Special Libraries 86 (Winter 1995): 36-45; Marilyn Domas White, "Measuring service quality in libraries," in Advances in Library Administration and Organization, vol. 15, edited by Delmus E. Williams & Edward D. Garten (Greenwich, CT JAI Press, 1997), pp. 1-35.
25. See, for instance, Vicki Coleman, Yi (Daniel) Xiao, Linda Blair, & Bill Chollett, "Toward a TQM paradigm: Using SERVQUAL to measure library service quality," College & Research Libraries 58 (May 1997): 237-251; Joan Stein, "Feedback from a captive audience: Reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University libraries," 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. 217-222. See also 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..., pp. 181-196; Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190; Susan Edwards & Mairéad Browne, "Quality in information services: Do users and librarians differ in their expectations?," Library & Information Science Research 17(1995): 1163-182; Françoise Hébert, "Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada," Library & Information Science Research 16 (1994): 3-21. See also Marilyn D. White & Eileen Abels, "Measuring service quality in special libraries," Special Libraries 86 (Winter 1995): 36-45; Marilyn Domas White, "Measuring service quality in libraries," in Advances in Library Administration and Organization, vol. 15, edited by Delmus E. Williams & Edward D. Garten (Greenwich, CT JAI Press, 1997), pp. 1-35.
26. See, for instance, Vicki Coleman, Yi (Daniel) Xiao, Linda Blair, & Bill Chollett, "Toward a TQM paradigm: Using SERVQUAL to measure library service quality," College & Research Libraries 58 (May 1997): 237-251; Joan Stein, "Feedback from a captive audience: Reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University libraries," 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. 217-222. See also 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..., pp. 181-196; Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190; Susan Edwards & Mairéad Browne, "Quality in information services: Do users and librarians differ in their expectations?," Library & Information Science Research 17(1995): 1163-182; Françoise Hébert, "Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada," Library & Information Science Research 16 (1994): 3-21. See also Marilyn D. White & Eileen Abels, "Measuring service quality in special libraries," Special Libraries 86 (Winter 1995): 36-45; Marilyn Domas White, "Measuring service quality in libraries," in Advances in Library Administration and Organization, vol. 15, edited by Delmus E. Williams & Edward D. Garten (Greenwich, CT JAI Press, 1997), pp. 1-35.
27. See, for instance, Vicki Coleman, Yi (Daniel) Xiao, Linda Blair, & Bill Chollett, "Toward a TQM paradigm: Using SERVQUAL to measure library service quality," College & Research Libraries 58 (May 1997): 237-251; Joan Stein, "Feedback from a captive audience: Reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University libraries," 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. 217-222. See also 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..., pp. 181-196; Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190; Susan Edwards & Mairéad Browne, "Quality in information services: Do users and librarians differ in their expectations?," Library & Information Science Research 17(1995): 1163-182; Françoise Hébert, "Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada," Library & Information Science Research 16 (1994): 3-21. See also Marilyn D. White & Eileen Abels, "Measuring service quality in special libraries," Special Libraries 86 (Winter 1995): 36-45; Marilyn Domas White, "Measuring service quality in libraries," in Advances in Library Administration and Organization, vol. 15, edited by Delmus E. Williams & Edward D. Garten (Greenwich, CT JAI Press, 1997), pp. 1-35.
28. See, for instance, Vicki Coleman, Yi (Daniel) Xiao, Linda Blair, & Bill Chollett, "Toward a TQM paradigm: Using SERVQUAL to measure library service quality," College & Research Libraries 58 (May 1997): 237-251; Joan Stein, "Feedback from a captive audience: Reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University libraries," 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. 217-222. See also 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..., pp. 181-196; Danuta A. Nitecki, "Changing the concept and measure of service quality in academic libraries," Journal of Academic Librarianship 22 (1996): 181-190; Susan Edwards & Mairéad Browne, "Quality in information services: Do users and librarians differ in their expectations?," Library & Information Science Research 17(1995): 1163-182; Françoise Hébert, "Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada," Library & Information Science Research 16 (1994): 3-21. See also Marilyn D. White & Eileen Abels, "Measuring service quality in special libraries," Special Libraries 86 (Winter 1995): 36-45; Marilyn Domas White, "Measuring service quality in libraries," in Advances in Library Administration and Organization, vol. 15, edited by Delmus E. Williams & Edward D. Garten (Greenwich, CT JAI Press, 1997), pp. 1-35.
29. See, for instance, Danuta A. Nitecki, "An Assessment of the Applicability of SERVQUAL Dimensions as Customer-based Criteria for Evaluating Quality of Services in an Academic Library," Ph. D. Dissertation, University of Maryland (1995); Françoise Hébert, "The Quality of Interlibrary Borrowing Services in Large Urban Public Libraries in Canada," Ph. D. dissertation, University of Toronto (1993).
30. See, for instance, Danuta A. Nitecki, "An Assessment of the Applicability of SERVQUAL Dimensions as Customer-based Criteria for Evaluating Quality of Services in an Academic Library," Ph. D. Dissertation, University of Maryland (1995); Françoise Hébert, "The Quality of Interlibrary Borrowing Services in Large Urban Public Libraries in Canada," Ph. D. dissertation, University of Toronto (1993).
31. See Hernon & Altman, Service Quality in Academic Libraries; Nicola Harwood & Jillene Bydder, "Student expectations of, and satisfaction with, the university library," Journal of Academic Librarianship 24 (1998): 161-171.
32. See Hernon & Altman, Service Quality in Academic Libraries; Nicola Harwood & Jillene Bydder, "Student expectations of, and satisfaction with, the university library," Journal of Academic Librarianship 24 (1998): 161-171.
33. See Susan Wehmeyer, Dorothy Auchter, & Arnold Hirshon, "Saying what we will do, and doing what we say: Implementing a customer service plan," Journal of Academic Librarianship 22 (1996): 173-180; Hernon & Altman, Service Quality in Academic Libraries, pp. 59-60; Hernon & Altman, Assessing Service Quality, Chapter 3; Jo Aitkins, "Setting standards and monitoring performance: The experience of information services at the University of Sunderland," in Proceedings of the 2nd Northumbria International Conference, pp. 101-104; Customer Service Programs in ARL Libraries, compiled by George J. Soete SPEC Kit No. 231 [and Flyer 231] (Washington, D.C.: Association of Research Libraries, Office of Leadership and Management Services, 1998).
34. See Susan Wehmeyer, Dorothy Auchter, & Arnold Hirshon, "Saying what we will do, and doing what we say: Implementing a customer service plan," Journal of Academic Librarianship 22 (1996): 173-180; Hernon & Altman, Service Quality in Academic Libraries, pp. 59-60; Hernon & Altman, Assessing Service Quality, Chapter 3; Jo Aitkins, "Setting standards and monitoring performance: The experience of information services at the University of Sunderland," in Proceedings of the 2nd Northumbria International Conference, pp. 101-104; Customer Service Programs in ARL Libraries, compiled by George J. Soete SPEC Kit No. 231 [and Flyer 231] (Washington, D.C.: Association of Research Libraries, Office of Leadership and Management Services, 1998).
35. See Susan Wehmeyer, Dorothy Auchter, & Arnold Hirshon, "Saying what we will do, and doing what we say: Implementing a customer service plan," Journal of Academic Librarianship 22 (1996): 173-180; Hernon & Altman, Service Quality in Academic Libraries, pp. 59-60; Hernon & Altman, Assessing Service Quality, Chapter 3; Jo Aitkins, "Setting standards and monitoring performance: The experience of information services at the University of Sunderland," in Proceedings of the 2nd Northumbria International Conference, pp. 101-104; Customer Service Programs in ARL Libraries, compiled by George J. Soete SPEC Kit No. 231 [and Flyer 231] (Washington, D.C.: Association of Research Libraries, Office of Leadership and Management Services, 1998).
36. See Susan Wehmeyer, Dorothy Auchter, & Arnold Hirshon, "Saying what we will do, and doing what we say: Implementing a customer service plan," Journal of Academic Librarianship 22 (1996): 173-180; Hernon & Altman, Service Quality in Academic Libraries, pp. 59-60; Hernon & Altman, Assessing Service Quality, Chapter 3; Jo Aitkins, "Setting standards and monitoring performance: The experience of information services at the University of Sunderland," in Proceedings of the 2nd Northumbria International Conference, pp. 101-104; Customer Service Programs in ARL Libraries, compiled by George J. Soete SPEC Kit No. 231 [and Flyer 231] (Washington, D.C.: Association of Research Libraries, Office of Leadership and Management Services, 1998).
37. See Susan Wehmeyer, Dorothy Auchter, & Arnold Hirshon, "Saying what we will do, and doing what we say: Implementing a customer service plan," Journal of Academic Librarianship 22 (1996): 173-180; Hernon & Altman, Service Quality in Academic Libraries, pp. 59-60; Hernon & Altman, Assessing Service Quality, Chapter 3; Jo Aitkins, "Setting standards and monitoring performance: The experience of information services at the University of Sunderland," in Proceedings of the 2nd Northumbria International Conference, pp. 101-104; Customer Service Programs in ARL Libraries, compiled by George J. Soete SPEC Kit No. 231 [and Flyer 231] (Washington, D.C.: Association of Research Libraries, Office of Leadership and Management Services, 1998).
38. Hirshon, "Running with the Red Queen," p. 8.
39. Hernon & Altman, Assessing Service Quality, Chapter 10.
40. See Ellen Altman & Peter Hernon, "Service quality and customer satisfaction do matter," American Libraries 29 (August 1998): 54. Also, R. L. Oliver distinguishes between satisfaction and attitude, where service quality is an attitude developed over time, and satisfaction is transaction-specific. Attitude is less situational and is "the consumer's relatively enduring affective orientation for a product or process," such as customer service. R. L. Oliver, "Measurement and evaluation of satisfaction process in retail settings," Journal of Retailing 57 (Fall 1981): 42. A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry view service quality as an overall evaluation similar to attitude, and satisfaction as a specific service transaction. A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality," Journal of Retailing 64 (Spring 1988): 12-40.
41. See Ellen Altman & Peter Hernon, "Service quality and customer satisfaction do matter," American Libraries 29 (August 1998): 54. Also, R. L. Oliver distinguishes between satisfaction and attitude, where service quality is an attitude developed over time, and satisfaction is transaction-specific. Attitude is less situational and is "the consumer's relatively enduring affective orientation for a product or process," such as customer service. R. L. Oliver, "Measurement and evaluation of satisfaction process in retail settings," Journal of Retailing 57 (Fall 1981): 42. A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry view service quality as an overall evaluation similar to attitude, and satisfaction as a specific service transaction. A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality," Journal of Retailing 64 (Spring 1988): 12-40.
42. See Ellen Altman & Peter Hernon, "Service quality and customer satisfaction do matter," American Libraries 29 (August 1998): 54. Also, R. L. Oliver distinguishes between satisfaction and attitude, where service quality is an attitude developed over time, and satisfaction is transaction-specific. Attitude is less situational and is "the consumer's relatively enduring affective orientation for a product or process," such as customer service. R. L. Oliver, "Measurement and evaluation of satisfaction process in retail settings," Journal of Retailing 57 (Fall 1981): 42. A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry view service quality as an overall evaluation similar to attitude, and satisfaction as a specific service transaction. A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry, "SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality," Journal of Retailing 64 (Spring 1988): 12-40.
43. 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 & Richard L. Oliver (Thousand Oaks, CA: Sage, 1994), pp. 76-77.
44. Rachel Applegate, "Models of user satisfaction: Understanding false positives," RQ 32 (Summer 1993): 525.
45. Ibid., p. 535.
46. Quinn, "Adapting Service Quality Concepts to Academic Libraries," p. 362.
47. Larry H. Litten & Alfred E. Hall, "In the eyes of our beholders," Journal of Higher Education 60 (1989): 302-324.
48. P. Kotler & Karen F. M. Fox, Strategic Marketing for Educational Institutions (Englewood Cliffs, NJ: Prentice Hall, 1995).
49. Beverly A. Browne, Dennis O. Kaldenberg, William G. Browne, & Daniel J. Browne, "Student as customer: Factors affecting satisfaction and assessment of institutional quality," Journal of Marketing for Higher Education 8(3) (1998): 10-11.
50. Customer Service Programs in ARL Libraries (Flyer 231), p. 2.
51. I b i d.
52. Quinn, "Adapting Service Quality Concepts to Academic Libraries," p. 367.
53. I b i d.
54. Ibid., p. 362.
55. I b i d.
56. David Stamps, "The for-profit future of higher education," Training (August 1998), pp. 23-30.
57. John M. Budd, "A critique of customer and commodity," College & Research Libraries 58 (July 1997): 317, 318.
58. A Classification of Institutions of Higher Education (Princeton, NJ: The Carnegie Foundation for the Advancement of Teaching, 1994).
59. Anthony Stamatopolos & Robert Mackoy, "Effects of library instruction on university students' satisfaction with the library: A longitudinal study," College & Research Libraries 59 (July 1998): 327.
60. I b i d.
61. J. Joseph Cronin, Jr. & Steven A. Taylor, "SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions minus expectations measurement of service quality," Journal of Marketing 58 (1994): 125-131.
62. Browne et al., "Student as Customer."
63. Deborah J. Grimes, Academic Library Centrality: User Success Through Service, Access, and Tradition (Chicago: American Library Association, Association of College and Research Libraries, 1998).
64. See Calvert, "A Different Time, a Different Country."
65. See http://www.npr.gov/.
66. Kristin Anderson & Ron Zemke, Delivering Knock your Socks off Service, rev. ed. (New York: AMACOM, 1998), p. 3.