Quality: New directions in the research

Journal of Academic Librarianship

Volumn 28, Issue 4, 2002, Pages 224-231

  Hernon, Peter ^a  

^a SIMMONS COLLEGE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0036660149     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0099-1333(02)00286-0     Document Type: Article

References (69)

1. "Quality Assessment of University Students"
2. "Service Quality: Insights and Managerial Implications from the Frontier"
3. "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden"
4. "The Antecedents and Consequences of Customer Satisfaction for Firms"
5. "Measuring Service Quality: A Reexamination and Extension"
6. "Performance-only Measurement of Service Quality: A Replication and Extension"
7. "SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service"
8. Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
9. "A Contingency Framework for Predicting Causality between Customer Satisfaction and Service Quality"
10. "A Conceptual Model of Service Quality and Its Implications for Future Research"
11. Satisfaction: A Behavioral Perspective on the Consumer
12. "Searching for a Consensus on the Antecedent Role of Service Quality and Satisfaction: An Exploratory Cross-national Study"
13. "Service Quality: A Concept not Fully Explored"
14. "Refinement and Reassessment of the SERVQUAL Scale"
15. "Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions"
16. "Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria"
17. "Assessment of the Three-column Format SERVQUAL: An Experimental Approach"
18. "The Validation of the Generic Service Quality Dimensions: An Alternative Approach"
19. "Measuring Service Quality at Yale University's Libraries"
20. A Mixed Methods Approach to the Identification and Measurement of Academic Library Service Constructs: LibQual +™
21. "Insights into Library Services and Users from Qualitative Research"
22. An Action Plan for Outcomes Assessment in Your Library
23. Why We Buy: The Science of Shopping
24. "Investigating the Information-seeking Process of Adolescents: The Value of Using Think Alouds and Think Afters"
25. "From Input and Output Measures to Quality and Outcome Measures, or from the User in the Life of the Library to the Library in the Life of the User"
26. "Introduction to Log Analysis Techniques: Methods for Evaluating Networked Services"
27. "A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts
28. "Encounter Satisfaction versus Overall Satisfaction versus Quality"
29. Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries
30. Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001: 2000 Certification
31. Assessing Service Quality
32. "Customer Satisfaction with Public Libraries"
33. "The Evolution and Future of National Customer Satisfaction Index Models"
34. State Agency Use of Customer Satisfaction Surveys
35. "Developing Performance and Impact Indicators and Targets in Public and Education Libraries"
36. "Outcomes Assessment"
37. Information Literacy Competency Standards for Higher Education
38. "Objectives for Information Literacy Instruction: A Model Statement"
39. Understanding Faculty Productivity: Standards and Benchmarks for Colleges and Universities
40. The New Planning for Results: A Streamlined Approach
41. "Outcomes Are Key but not the Whole Story"
42. "From Input and Output Measures to Quality and Outcome Measures"
43. "Quality Assessment of University Students"