A theory-guided approach to library services assessment

College and Research Libraries

Volumn 66, Issue 3, 2005, Pages 266-277

  Shi, Xi ^a   Levy, Sarah ^a,b  

^a Phyllis Yezzo is the CNO Linda DiDomenico is the director of infection control and Holly Hesse is a nurse currently completing her BSN degree   (United States)

^b Library Services   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 27944436468     PISSN: 00100870     EISSN: None     Source Type: Journal    
DOI: 10.5860/crl.66.3.266     Document Type: Review

References (66)

1. Peter Hernon, "Quality: New Directions in Research," Journal of Academic Librarianship 28 (2002): 224-31.
2. J. M. Brittain, "Pitfalls of User Research, and Some Neglected Areas," Social Science Information Studies 2 (1982): 139-48.
3. Xi Shi, "An examination of user satisfaction formation process" (Ph.D. dissertation, Stevens Institute of Technology, Hoboken, N.J., 2000).
4. A&M University Libraries and ARL Receive NSF Grant for Digital Libraries Assessment. Available online from http://www.arl.org/libqual/geninfo/ nsdlpr.html. [Accessed 20 October 2004];
5. th IFLA Council and General Conference. Available online from http://www.ifla.org/IV/ifla66/papers/028-129e.htm. [Accessed 20 October 2004];
6. Danuta Nitecki, "SERVQUAL: Measuring Service Quality in Academic Libraries." Available online from http://www.arl.org/newsltr/191/servqual. html. [Accessed 20 October 2004].
7. A. Parasuraman, Leonard L. Berry, and Valarie A. Zeithaml, "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing 49(1985): 41-50; _,
8. "SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing 64(1988): 12-40.
9. Ruth N. Bolton and James H. Drew, "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research 17 (Mar. 1991): 375-84;
10. Diane Halstead, David Hartman, and Sandra L. Schmidt, "Multisource Effects on the Satisfaction Formation Process," Journal of the Academy of Marketing Science 22 (spring 1994): 114-29;
11. Richard Spreng and Thomas J. Page Jr., "The Impact of Confidence in Expectations on Consumer Satisfaction," Psychology & Marketing 18 (2001): 1187-1205.
12. Richard L. Oliver and L. Gerald, "Effect of Satisfaction and Its Antecedents on Customer Preference and Intention," Advances in Consumer Research 8 (1981): 88-93;
13. R. L. Oliver, "Cognitive, Affective and Attribute Bases of the Satisfaction Response," Journal of Consumer Research 20 (Dec. 1993): 418-30.
14. Halstead, Hartman, and Schmidt, "Multisource Effects on the Satisfaction Formation Process";
15. Shi, "An examination of user satisfaction formation process."
16. Parasuraman, Berry, and Zeithaml, "A Conceptual Model of Service Quality and Its Implications for Future Research."
17. Xi Shi, Patricia J. Holahan, and M. Peter Jurkat, "Satisfaction Formation Processes in Library Users: Understanding Multisource Effects," Journal of Academic Librarianship 30 (2004):122-31.
18. Halstead, Hartman, and Schmidt, "Multisource Effects on the Satisfaction Formation Process."
19. Jagdip Singh, "A Multifacet Typology of Patient Satisfaction with Hospital Stays," Journal of Health Care Marketing 10 (1990): 8-21.
20. Richard A. Spreng, Scott B. Mackenzie, and Richard W. Olshavsky, "A Reexamination of the Determinants of Customer Satisfaction," Journal of Marketing 60 (1996): 15-33.
21. G. A. Churchill and C. Surprenant, "An Investigation into the Determinants of Consumer Satisfaction," Journal of Marketing Research 19 (1982): 491-504;
22. Richard L. Oliver, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," Journal of Marketing Research 17 (Nov. 1980): 460-70;
23. Richard A. Spreng, and Richard W Olshavsky, "A Desires Congruency Model of Consumer Satisfaction," Journal of Academy of Marketing Science 21 (1993):169-77;
24. Spreng, Mackenzie, and Olshavsky, "A Reexamination of the Determinants of Customer Satisfaction";
25. J. B. Barbeau, "Predictive and Normative Expectations in Consumer Satisfaction: A Utilization of Adaptation and Comparison Levels in a Unified Framework," in Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behavior, ed. H.K. Hunt and R.L. Day (Bloomington: Indiana University School of Business, 1985).
26. Spreng and Olshavsky, "A Desires Congruency Model of Consumer Satisfaction";
27. Spreng, Mackenzie, and Olshavsky, "A Reexamination of the Determinants of Customer Satisfaction";
28. Barbeau, "Predictive and Normative Expectations in Consumer Satisfaction."
29. Shi, Holahan, and Jurkat, "Satisfaction Formation Processes in Library Users."
30. Youjae Yi, "A Critical Review of Consumer Satisfaction," in Review of Marketing, ed. V. A. Zeithaml (Chicago: American Marketing Association, 1990).
31. Youjae Yi, " A Critical Review of Consumer Satisfaction," in Review of Marketing, 1990). Ibid.;
32. Shi, Holahan, and Jurkat, "Satisfaction Formation Processes in Library Users."
33. Spreng and Olshavsky, "A Desires Congruency Model of Consumer Satisfaction";
34. Spreng, Mackenzie, and Olshavsky, "A Reexamination of the Determinants of Customer Satisfaction";
35. Barbeau, "Predictive and Normative Expectations in Consumer Satisfaction."
36. Bolton and Drew, "A Multistage Model of Customers' Assessments of Service Quality and Value";
37. Parasuraman, Berry, and Zeithaml, "SERVQUAL."
38. Spreng and Olshavsky, "A Desires Congruency Model of Consumer Satisfaction";
39. Spreng, Mackenzie, and Olshavsky, "A Reexamination of the Determinants of Customer Satisfaction";
40. Barbeau, "Predictive and Normative Expectations in Consumer Satisfaction."
41. R. A. Westbrook and M. D. Reilly, "Value-Precept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction," in Advances in Consumer Research, ed. R. P. Bagozzi and A.M. Tybout (Ann Arbor, Mich.: Association for Consumer Research, 1983), 256-61.
42. Amos Tversky, "Intransitivity of Preferences," Psychological Review 76 (1969): 31-48.
43. Parasuraman, Berry, and Zeithaml, "A Conceptual Model of Service Quality and Its Implications for Future Research"; _,
44. "SERVQUAL"; _,
45. "Refinement and Reassessment of the SERVQUAL Scale";
46. J. Joseph Cronin Jr. and Steven A. Taylor, "SERPERF versus SERVQUAL: Reconciling Performance-based and Perceptions-minus-expectations Measurement of Service Quality," Journal of Marketing 58 (1994): 125-31;
47. Leyland F. Pitt, Richard T. Watson, and C. Bruce Kavan, "Service Quality: A Measure of Information Systems Effectiveness," MIS Quarterly 19 (June 1995): 173-87;
48. Anol Bhattacherjee, "Understanding Information Systems Continuance: An Expectation-Confirmation Model," MIS Quarterly 25 (2001): 351-70.
49. Parasuraman, Berry, and Zeithaml, "Refinement and Reassessment of the SERVQUAL Scale."
50. rd Northumbria International Conference on Performance Measurement in Libraries and Information Services, 27-31 August 1999);
51. Nitecki, "SERVQUAL."
52. LibQUAL +; General FAQ. Available online from http://www.arl.org/libqual/ geninfo/faq-gen.html. [Accessed 10 March 2004.]
53. Hernon, "Quality."
54. Parasuraman, Berry, and Zeithaml, "SERVQUAL."
55. _, "Refinement and Reassessment of the SERVQUAL Scale."
56. Spreng and Olshavsky, "A Desires Congruency Model of Consumer Satisfaction";
57. Spreng, Mackenzie, and Olshavsky, "A Reexamination of the Determinants of Customer Satisfaction";
58. Anjana Susarla, Anitesh Barua, and Andrew B. Whinston, "Understanding the Service Component of Application Service Provision: An Empirical Analysis of Satisfaction with ASP Services," MIS Quarterly 27 (2003): 91-123;
59. L. F. Pitt, R. T. Watson, and C. Kavan, "Service Quality: A Measure of Information Systems Effectiveness," IS Quarterly 19 (1995): 173-87;
60. Hernon, "Quality."
61. Cook, Coleman, and Heath, "SERVQUAL";
62. Shi, Holahan, and Jurkat, "Satisfaction Formation Processes in Library Users."
63. Parasuraman, Berry, and Zeithaml, "Refinement and Reassessment of the SERVQUAL Scale."
64. Ernest R. Cadotte, Robert B. Woodruff, and Roger L. Jenkins, "Expectations and Norms in Models of Consumer Satisfaction," Journal of Marketing Research 24 (Aug. 1987): 305-14.
65. Xi Shi, Patricia J. Holahan and M. Peter Jurkat, "Satisfaction formation processess in library users: understanding multisource effects," Journal of Academic Librarianship 30 (2004).
66. John E. Swan & I. Fredrick Trawick, "Satisfaction related to predictive vs. desired expectations and complaining behavior" in Refining Concept and Measures of Consumer Satisfaction and Complaining Behavior, ed. H. Keith Hunt and Ralph L. Day (Bloomington IN: Indiana University, 1980), 7-12.