Questioning LibQUAL+™: expanding its assessment of academic library effectiveness

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Volumn 6, Issue 4, 2006, Pages 445-465

  Edgar, William B ^a  

^a UNIVERSITY OF ARIZONA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33750531418     PISSN: 15312542     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (73)

1. Duke University Libraries, "LibQUAL+™," Duke University Libraries, http://www.lib.duke.edu/libqual/ (accessed July 23, 2006).
2. Colleen Cook and Fred Heath, "Users' Perceptions of Library Service Quality: A LibQUAL+™ Qualitative Study," Library Trends 49, 4 (2001): 548-84;
3. Colleen Cook, Fred Heath, and Bruce Thompson, "Score Norms for Improving Library Service Quality: A LibQUAL+™ Study," portal: Libraries and the Academy 2, 1 (2002): 13-26;
4. Cook, Heath, and Thompson, "'Zones of Tolerance' in Perceptions of Library Service Quality: A LibQUAL+™ Study," portal: Libraries and the Academy 3, 1 (2003): 113-23;
5. Cook et al., "LibQUAL+™: Service Quality Assessment in Research Libraries," IFLA Journal 27, 4 (2001): 265-8;
6. Cook et al., "The Search for New Measures: The ARL LibQUAL+™ Project - A Preliminary Report," portal: Libraries and the Academy 1, 1 (2001): 103-12;
7. Cook and Thompson, "Higher Order Factor Analytic Perspectives on Users' Perceptions of Library Service Quality," Library & Information Science Research 22, 4 (2000): 292-104;
8. Cook and Thompson, "Psychometric Properties of Scores from the Web-based LibQUAL+™ Study of Perceptions of Library Service Quality," Library Trends 49, 4 (2001): 585-604;
9. Cook and Thompson, "Reliability and Validity of SERVQUAL Scores Used to Evaluate Perceptions of Library Service Quality," Journal of Academic Librarianship 26, 4 (2000): 248-58;
10. and Cook and Thompson, "'Zones of Tolerance.'"
11. Duke University Libraries, "LibQUAL+™ @Duke 2005 Survey Results," Duke University Libraries, http://www.lib.duke.edu/libqual/ (accessed July 1, 2006).
12. Valerie Zeithaml, A. Parasuraman, and Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: Free Press, 1990), 16.
13. Patrick Asubonteng, Karl J. McCleary, and John E. Swan, "ServQUAL Revisited: A Critical Review of Service Quality," Journal of Services Marketing 10, 6 (1996): 62-81;
14. Spiros Gounaris and Sergios Dimitriadis, "Assessing Service Quality on the Web: Evidence from Business-to-Customer Portals," Journal of Services Marketing 17, 4/5 (2003): 529-46;
15. Peter Hernon and Danuta A. Nitecki, "Service Quality: A Concept Not Fully Explored," Library Trends 49, 4 (2001): 687-708;
16. William Kilbourne et al., "The Applicability of SERVQUAL in Cross-National Measurements of Health-Care Quality," Journal of Services Marketing 18, 6/7 (2005): 524-33;
17. Walfried M. Lassar, Chris Manolis, and Robert Winsor, "Service Quality Perspectives and Satisfaction in Private Banking," Journal of Services Marketing 18, 3 (2000): 244-74;
18. Adrian Palmer and Martin O'Neil, "The Effects of Perceptual Processes on the Measurement of Service Quality," The Journal of Services Marketing 17, 2/3 (2003): 254-71;
19. G.S. Sureshchandar, Chandrasekharan Rajendran, and R.N. Anantharaman, "Determinants of Customer-Perceived Service Quality: A Confirmatory Factor Analysis Approach," Journal of Services Marketing 16, 1 (2002): 9-34.
20. Rowena Cullen, "Perspectives on User Satisfaction Surveys," Library Trends 49, 4 (2001): 664.
21. Asubonteng, McCleary, and Swan, "ServQUAL Revisited," 64.
22. Asubonteng, McCleary, and Swan, "ServQUAL Revisited," Ibid., 63-4.
23. Cook et al., "The Search for New Measures," 106.
24. Cook, Heath, and Thompson, "Score Norms," 22.
25. Cook and Heath, "Users' Perceptions";
26. Cook and Thompson, "Higher Order Factor";
27. Cook and Thompson, "Psychometric Properties";
28. and Cook and Thompson, "Reliability and Validity," 248-58.
29. Lassar, Manolis, and Winsor, Reliability and Validity, 246;
30. Christian Gronroos, Strategic Management and Marketing in the Service Sector (report 83-104) (Cambridge, MA: Marketing Sciences Institute, 1983).
31. Lassar, Manolis, and Winsor, Strategic Management and Marketing in the Service Sector , 246-7.
32. Sureshchandar, Rajendran, and Anantharaman, Strategic Management and Marketing in the Service Sector, 14, 16.
33. Sureshchandar, Rajendran, and Anantharaman, Strategic Management and Marketing in the Service Sector, Ibid., 14.
34. Ibid.
35. Sharon L. Baker and F. Wilfred Lancaster, The Measurement and Evaluation of Library Services (Arlington, VA: Information Resources Press, 1993), 10.
36. Ross Atkinson, "Library Functions, Scholarly Communication and the Foundation of the Digital Library: Laying Claim to the Control Zone," Library Quarterly 66 (1996): 244-5.
37. Ross Atkinson, Library Quarterly Ibid.
38. Ross Atkinson, Library Quarterly Ibid.
39. Duke University Libraries, localized question.
40. Ibid.
41. Ibid., LP 1-5.
42. Ibid., localized question.
43. Karin De Jager, "Impacts and Outcomes: Searching For the Most Elusive Indicators of Academic Library Performance," in Meaningful Measures for Emerging Realities: Proceedings of the 4th Northumbria International Conference on Performance Measurement in Libraries and Information Services, ed. Joan Stein, Martha Kyrillidou, and Denise Davis (Washington, D. C: Association of Research Libraries, 2002), 291-7;
44. Geoffrey Ford "Approaches to Performance Measurement: Some Observations on Principles and Practice," British Journal of Academic Librarianship 4, 2 (1989): 74-87;
45. Ford, "Strategic Uses of Evaluation and Performance Measurement," in Meaningful Measures for Emerging Realities, 19-30;
46. Hernon and Nitecki; Kyrillidou, "From Input and Output Measures to Quality and Outcome Measures, or From the User in the Life of the Library to the Library in the Life of the User," Journal of Academic Librarianship 28, 1 (2002): 42-6;
47. Gina Lane, "Developing Outcome-based Indicators: Resource's Learning and Access Standard," in Meaningful Measures for Emerging Realities, 137-43;
48. Donald H. Revill, "Performance Measures for Academic Libraries," in Encyclopedia of Library and Information Science (New York: M. Dekker, 1990), 294-332;
49. and Thompson, Cook, and Kyrillidou, "Concurrent Validity of LibQUAL+™ Scores: What Do LibQUAL+™ Scores Measure?" Journal of Academic Librarianship 31, 6 (2005): 517-22.
50. Thompson, Cook, Kyrillidou, "Concurrent Validity," 518.
51. Lane, Concurrent Validity, 140.
52. Duke University Libraries, IC 1-8.
53. Cook and Heath, "Users' Perceptions," 555-6.
54. Cook and Heath, "Users' Perceptions," Ibid., 553.
55. Duke University Libraries, AS Cook and Heath, "Users' Perceptions," 1-9.
56. Zeithaml, Parasuraman, and Berry.Users' Perceptions
57. Webster's New World Dictionary of American English, s. v. "Customer."
58. Kim Cameron, "Critical Questions in Assessing Organizational Effectiveness," Organizational Dynamic 9, 2 (1980): 67.
59. Kim Cameron, Organizational Dynamic Ibid.
60. Kim Cameron, Organizational Dynamic Ibid.
61. Kim Cameron, Organizational Dynamic Ibid.
62. Cameron, "Effectiveness as Paradox: Consensus and Conflict in Conceptualizations of Organizational Effectiveness," Management Science 32, 5 (1986): 541.
63. Robert H. Orr, "Measuring the Goodness of Library Services: A General Framework for Considering Quantitative Measures," Journal of Documentation 29, 3 (1973): 318.
64. Robert H. Orr, Journal of Documentation Ibid.
65. Sharon L. Baker, "But What Does the Data Mean? Getting From What Happened to Why It Happened," North Carolina Libraries 48 (Fall 1990): 162;
66. Donald Revill, "Performance Measures," 294-332;
67. Beth J. Shapiro, "Access and Performance Measures in Research Libraries in the 1990s," Journal of Library Administration 15, 3/4 (1991): 49-66;
68. and Nancy A. Van House, Beth T. Weil, and Charles R. McClure, Measuring Academic Library Performance: A Practical Approach (Chicago: American Library Association, 1990).
69. Rosemary R. DuMont, "A Conceptual Basis for Library Effectiveness," College and Research Libraries 41, 2 (1980): 103-4.
70. Kyrillidou, "From Input and Output Measures," 44.
71. Kyrillidou, "From Input and Output Measures," Ibid.
72. Thompson, Cook, and Heath, "How Many Dimensions Does it Take to Measure Users' Perceptions of Libraries: A LibQUAL+™ Study," portal: Libraries and the Academy 1, 2 (2001): 130.
73. Cullen, 662-3.Portal: Libraries and the Academy