Making sense of the quality maze: Perspectives for public and academic libraries

Library Management

Volumn 26, Issue 8-9, 2005, Pages 508-518

  Rowley, Jennifer ^a  

^a BANGOR UNIVERSITY   (United Kingdom)

Author keywords

Information services; Libraries; Performance measurement (quality); Quality management; Service delivery

Indexed keywords

EID: 27744596741     PISSN: 01435124     EISSN: None     Source Type: Journal    
DOI: 10.1108/01435120510631792     Document Type: Review

References (14)

1. Brophy, P. (2001), "Assessing the performance of electronic library services: The EQUINOX project", The New Review of Academic Librarianship, Vol. 7, pp. 3-18.
2. Choudhury, G.S., Hobbs, B., Lorie, M. and Flores, N.E. (2002), "A framework for evaluating digital library services", D-Lib Magazine, Vol. 8 Nos 7/8, available at: www.dlib/dlib/july02/choudhury/ 07choudhury.html.
3. Cook, C. and Heath, F. (2001), "User's perceptions of library service quality: A LibQUAL + TM qualitative study", Library Trends, Vol. 49 No. 4, pp. 548-84.
4. Gadd, E. (2002), "Meeting the library needs of distance learners without additional funding", Library Management, Vol. 23 Nos 8/9, pp. 359-69.
5. Heath, F., Kyrillidou, M., Webster, D., Choudhury, S., Hobbs, B., Lorie, M. and Flores, N. (n.d.), "Emerging tools for evaluating digital library services: Conceptual adaptations of LibQUAL + and CAPM", Journal of Digital Information, Vol. 4 No. 2, available at: www.libqual.org/publications.
6. Kaplan, R.S. and Norton, D.P. (1996), "Using the balanced scorecard as a strategic management system", Harvard Business Review, January/ February, pp. 75-85.
7. Majid, S., Anwar, M.A. and Eisenschitz, T.S. (2002), "User perceptions of library effectiveness in Malaysian agricultural libraries", Library Review, Vol. 50 No. 4, pp. 176-87.
8. Markless, S. and Streatfield, D. (2004), Evaluating the Impact of Your Library, Facet, London.
9. Rowley, J. (1996), "Implementing TQM for library services", Aslib Proceedings, Vol. 48 No. 11, pp. 17-21.
10. Rowley, J. (1998), "Quality measurement in the public sector: Some perspectives form the service quality literature", Total Quality Management, Vol. 9 Nos 2/3, pp. 347-59.
11. Ruthven, T. and Magnay, S. (2002), "Top performing interlending operations: Results of the Australian benchmarking study", Interlending & Document Supply, Vol. 30 No. 2, pp. 73-80.
12. Snoj, B. and Petermanec, Z. (2001), "Let users judge the quality of faculty library services", New Library World, Vol. 102 No. 1168, pp. 314-25.
13. White, S. (2004), Public Library Materials Fund and Budget Survey 2002-2004, LISU, Loughborough.
14. Young, P.R. (2001), "Electronic services and library performance measurement: A definitional challenge", paper presented at the 4th Northumbria International Conference on Performance Measurement in Libraries and Information Services; Meaningful Measures for Emerging Realities, Pittsburgh, PA, August, available at: www.arl.org/stats/north.