Are there common academic library customer values?

Library Management

Volumn 29, Issue 6-7, 2008, Pages 600-619

  McKnight, Susan ^a  

^a NOTTINGHAM TRENT UNIVERSITY   (United Kingdom)

Author keywords

Cross cultural studies; Customer satisfaction; Customers; Libraries

Indexed keywords

EID: 48849099264     PISSN: 01435124     EISSN: None     Source Type: Journal    
DOI: 10.1108/01435120810894581     Document Type: Article

References (8)

1. Albrecht, K. and Austin, A. (1999), Value Modelling: Executive Overview, Austin Thompson & Associates Pty Ltd (now Enzyme International (Aust.), Sydney.
2. Bower, T. and Bradford, D. (2007), "How to get more from your quantitative LibQUAL+™ dataset: Making results practical", Performance Measurement and Metrics, Vol. 8 No. 2, pp. 110-26.
3. Calvert, P.J. (2001), "International variations in measuring customer expectations", Library Trends, Vol. 49 No. 4, pp. 732-57.
4. Hofstede, G. (1983), "National cultures in four dimensions: A research-based theory of cultural differences amongst nations", International Studies of Management and Organizations, Vol. XIII No. 2, pp. 46-74.
5. Kano, N., Seraku, N., Takahashi, F. and Tsuji, S. (1996), "Attractive quality and must-be quality", in Hromi, J.D. (Ed.), The Best on Quality, Vol. 7, Book Series of the International Academy for Quality, ASQC Quality Press, Milwaukee, WI.
6. McKnight, S. (2006), "Customers value research", in Kolderup Flaten, T. (Ed.), Management, Marketing and Promotion of Library Services Based on Statistics, Analyses and Evaluation, IFLA Publications 120/121, K.G. Saur, Munich, pp. 206-16.
7. Roszkowski, M., Baky, J. and Jones, D. (2005), "So which score on the LibQUAL+™ tells me if library users are satisfied?", Library & Information Science Research, Vol. 27 No. 4, pp. 424-39.
8. Warnaby, G. and Finney, J. (2005), "Creating customer value in the not-for-profit sector: A case study of the British Library", The International Journal of Nonprofit & Voluntary Sector Marketing, August, pp. 183-95.