Improving library users' perceived quality, satisfaction and loyalty: An integrated measurement and management system

Journal of Academic Librarianship

Volumn 29, Issue 3, 2003, Pages 140-147

  Martensen, Anne ^a   Grønholdt, Lars ^a  

^a Department of International Economics and Management   (Denmark)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0038246582     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0099-1333(03)00020-X     Document Type: Article

References (22)

1. The Copenhagen Business School (CBS) Library, The Danish Pharmaceutical Library, Helsingor Public Library, The School of Architecture Library and Roskilde University Library
2. Anne Martensen, Lars Grønholdt & Kai Kristensen, "The drivers of customer satisfaction and loyalty: cross-industry findings from Denmark." Total Quality Management, 11 (July 2000): 544-553
3. rønholdt, L. Martensen & A. Kristensen, " K. The relationship between customer satisfaction and loyalty: cross-industry differences," Total Quality Management 11 (4, 5 & 6) (July 2000): 509-514
4. Kristensen K. Martensen A. Grønholdt, L. "Measuring customer satisfaction: A key dimension of business performance," International Journal of Business Performance Management 2 (1, 2 & 3) (July 2000): 157-170; www.ifcf.org
5. Fornell Claes, Johnson Michael D., Anderson Eugene W., Cha Jaesung, Bryant Barbara E. "The American Customer Satisfaction Index: Nature, Purpose, and Findings". Journal of Marketing, 60(4) (October 1996) 7-18
6. Eugene W. Anderson, Claes Fornell, "Foundations of the American Customer Satisfaction Index," Total Quality Management, 11 (7) (September 2000): S869-S882
7. ECSI Technical Committee, European Customer Satisfaction Index: Foundation and Structure for Harmonized National Pilot Projects, Report prepared for the ECSI Steering Committee (October 1998)
8. E.g., Patricia D. Maughan (1999), "Library Resources and Services: A Cross-Disciplinary Survey of Faculty and Graduate Student Use and Satisfaction," The Journal of Academic Librarianship 25 (5) (September 1999): 354-366
9. University of California, Berkeley, Library Resources and Services: A Survey of Use and Satisfaction. Questionnaires for Faculty and Graduate Students (University of California, Berkeley: The Library, 1997); University of California, Berkeley, Fall 2000 Library User Survey: Questionnaire (University of California, Berkeley: The Library, 2000)
10. Ryan Michael J.Buzas "ThomasRamaswamy VenkatramMaking Customer Satisfaction Measurement a Power Tool" Marketing Research 73 1995 11 16 Summer
11. Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha & Barbara E. Bryant, "The American Customer Satisfaction Index: Nature, Purpose, and Findings," Journal of Marketing, 60 (4) (October 1996): 7-18
12. Michael J. Ryan, Thomas Buzas & Venkatram Ramaswamy, "Making Customer Satisfaction Measurement a Power Tool," Marketing Research 7 (3) (Summer 1995): 11-16
13. Michael D. Johnson & Anders Gustafsson, Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System, University of Michigan Business School Management Series (San Francisco, California: Jossey-Bass Inc., 2000)
14. Fornell ClaesCha Jaesung "Partial Least Squares" Bagozzi R.P. Advanced Methods of Marketing Research 1994 52 78 Blackwell Cambridge, MA
15. Johnson Michael D.Gustafsson Anders Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System, University of Michigan Business School Management Series 2000 104 Jossey-Bass IncSan Francisco, CA
16. Roland T. Rust, Anthony J. Zahorik & Timothy L. Keiningham, Service Marketing (New York, HarperCollins College Publishers, 1996), pp. 265-267
17. Michael D. Johnson, "Customer Orientation and Market Action" (Upper Saddle River, NJ: Prentice Hall, Inc.), 119-120
18. Michael D. Johnson & Anders Gustafsson, Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System, University of Michigan Business School Management Series (San Francisco, CA: Jossey-Bass Inc., 2000), 13-14, 142-144
19. Martin Christopher, Adrian Payne & David Ballantyne, Relationship Marketing: Creating Stakeholder Value (Oxford, UK: Butterworth-Heinemann), 70-73
20. Kristensen KaiMartensen AnneGrønholdt Lars "Customer satisfaction measurement at Post Denmark: Results of application of the European Customer Satisfaction Index methodology" Total Quality Management 117 2000 S1007 S1015 September
21. Roland T. Rust, Anthony J. Zahorik & Timothy L. Keiningham, Service Marketing (New York, HarperCollins College Publishers, 1996), pp. 263-265
22. Kai Kristensen, Anne Martensen & Lars Grønholdt, "Customer satisfaction measurement at Post Denmark: Results of application of the European Customer Satisfaction Index methodology," Total Quality Management, 11 (7) (September 2000): S1007-S1015