Operationalising the Focus/Values/Purpose Matrix: A tool for libraries to measure their ability to deliver service quality

Performance Measurement and Metrics

Volumn 7, Issue 2, 2006, Pages 83-99

  Cullen, Rowena ^a  

^a VICTORIA UNIVERSITY OF WELLINGTON   (New Zealand)

Author keywords

Customer services quality; Libraries

Indexed keywords

EID: 33746722026     PISSN: 14678047     EISSN: None     Source Type: Journal    
DOI: 10.1108/14678040610679470     Document Type: Article

References (10)

1. Beck, S.J. (2003), "Making informed decisions: The implications of assessment", paper presented at the ACRL 11th National Conference, Learning to Make a Difference, April 10-13, available at: www.ala.org/ ala/acrl/acrlevents/beck.PDF.
2. Beck, S.J. (2004), "The extent and variety of data-informed decisions at academic libraries: An analysis of nine libraries of the Association of Research Libraries in the USA and Canada", Proceedings of the 5th Northumbria International Conference on Performance Measurement in Libraries and Information Services "Library Measures to Fill the Void", pp. 41-7.
3. Cullen, R. (1997), "Does performance measurement improve organisational effectiveness? A postmodern analysis", Proceedings of the 2nd Northumbria Conference on Performance Measurement in Libraries and Information Services. Newcastle upon Tyne: Department of Information and Library Management, University of Northumbria at Newcastle, pp. 3-20.
4. Cullen, R. and Calvert, P. (2003), "Organisational factors affecting the delivery of service quality in academic libraries", paper presented at the 5th Northumbria Conference on Performance Measurement in Libraries and Information Services, July 28-31.
5. Dole, W.V., Hurych, J.M. and Liebst, A. (2005), "Assessment: A core competency for library leaders", Library Administration & Management, Vol. 19 No. 3, pp. 125-32.
6. Knapp, A.E. (2004), "We asked them what they thought, now what do we do? The use of LibQUAL+™ data to redesign public services at the University of Pittsburgh", in Heath, F.M., Kyrillidou, M. and Askew, C.A. (Eds), Libraries Act on Their LibQUAL+™ Findings: From Data to Action, Haworth Press, New York, NY, pp. 157-71.
7. Lakos, A. (1999), "The missing ingredient - culture of assessment in libraries", Performance Measurement and Metrics, sample issue, pp. 3-7.
8. Lakos, A. and Phipps, S. (2004), "Creating a culture of assessment: a catalyst for organizational change", Portal: Libraries and the Academy, Vol. 4 No. 3, pp. 345-61.
9. Phipps, S. and Russell, C. (1999), "Performance measurement as a methodology for assessing team and individual performance", Proceedings of the 3rd Northumbria International Conference on Performance Measurement in Library and Information Services.
10. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Service Quality: Balancing Customer Perceptions and Expectations, Free Press, New York, NY.