Continuous assessment at Washington State University Libraries: a case study

Performance Measurement and Metrics

Volumn 3, Issue 2, 2002, Pages 68-73

  Mccord, Sarah K ^a   Nofsinger, Mary M ^b  

^a Metadata and Cataloging Department   (United States)

^b WASHINGTON STATE UNIVERSITY   (United States)

Author keywords

Case studies; Service quality; University libraries

Indexed keywords

EID: 84986146076     PISSN: 14678047     EISSN: None     Source Type: Journal    
DOI: 10.1108/14678040210429955     Document Type: Article

References (8)

1. Association of Research Libraries (2001), ARL Membership Criteria Index, available at: www.arl.org/stats/index/index00.pdf (accessed 3 March, 2002).
2. Bancroft, A.F., Croft, V.F., Speth, R. and Phillips, D.M. (1998), “A forward-looking library use survey: WSU libraries in the 21st century”, Journal of Academic Librarianship, Vol. 24 No. 3, pp. 216-23.
3. Cook, C., Heath, F. and Thompson, B. (2002), “Score norms for improving library service quality: a LibQUAL+™ study”, Portal: Libraries and the Academy, Vol. 2 No. 1, pp. 13-26.
4. Cook, C., Heath, F., Thompson, B. and Thompson, R. (2001a), “The search for new measures: the ARL LibQUAL+™ project – a preliminary report”, Portal: Libraries and the Academy, Vol. 1 No. 1, pp. 103-12.
5. Cook, C., Heath, F., Thompson, B., Thompson, R., Hipps, K., Kyrillidou, M. and Waller, C.A. (2001b), “LibQUAL+™ 2001 summary statistics and graphs”, paper presented at the American Library Association Annual Meeting, San Francisco, CA.
6. Hernon, P. and Nitecki, D.A. (2001), “Service quality: a concept not fully explored”, Library Trends, Vol. 49 No. 4, pp. 687-708.
7. Nitecki, D.A. (1996), “Changing the concept and measure of service quality in academic libraries”, Journal of Academic Librarianship, Vol. 22 No. 3, pp. 181-90.
8. Nitecki, D.A. and Franklin, B. (1999), “New measures for research libraries”, Journal of Academic Librarianship, Vol. 25 No. 6, pp. 484-87.