Outcomes are key but not the whole story

Journal of Academic Librarianship

Volumn 28, Issue 1-2, 2002, Pages 54-55

  Hernon, Peter ^a  

^a SIMMONS COLLEGE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0037006071     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0099-1333(01)00301-9     Document Type: Article

References (4)

1. Peter Hernon Ellen Altman Assessing Service Quality Satisfying the Expectations of Library Customers 1998 American Library Association Chicago 6
2. Yvonna S. Lincoln, “Insights into Library Services and Users from Qualitative Research,” paper presented at Library Research Seminar II, University of Maryland-College Park, November 2, 2001. The paper will also appear in Library & Information Science Research 24 (2002), issue 1.
3. See V. A. Zeithaml, A. Parasuraman, & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
4. Peter Hernon Robert E. Dugan An Action Plan for Outcomes Assessment in Your Library 2002 American Library Association Chicago