The LibQUAL+gap measurement model: the bad, the ugly, and the good of gap measurement

Performance Measurement and Metrics

Volumn 1, Issue 3, 2000, Pages 165-178

  Thompson, B ^a   Cook, C ^a   Heath, F ^a  

^a NONE

Author keywords

Development; Model; Performance measurement

Indexed keywords

EID: 84993025088     PISSN: 14678047     EISSN: None     Source Type: Journal    
DOI: 10.1108/EUM0000000007216     Document Type: Article

References (21)

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2. Arnau, R.C., Thompson, R.L., and Cook, C. (in press). Do different response formats change the latent structure of responses?: an empirical investigation using taxonometric analysis. Educational and Psychological Measurement.
3. Cook, C., and Heath, F. (2000a). The Association of Research Libraries LibQUAL+ Project: an update. ARL Newsletter: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI, and SPARC 211, pp. 12–14.
4. Cook, C., and Heath, F. (2000b). Users' Perceptions of Library Service Quality: A ‘Libqual+’ Qualitative Interview Study. Paper presented at the Association of Research Libraries (ARL) Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, DC.
5. Cook, C., Heath, F., and Thompson, B. (2000). LibQUAL+: one instrument in the new measures toolbox. ARL Newsletter: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI, and SPARC 212.
6. Cook, C., Heath, F., and Thompson, B. (in press). Users' hierarchical perspectives on library service quality: a ‘LibQUAL+’ study. College and Research Libraries.
7. Cook, C., Heath, F., Thompson, R.L., and Thompson, B. (2000). Score Reliabilities in Web- or Internet-based Surveys: Unnumbered Graphic Rating Scales Versus Likert Scales. Paper presented at the Association of Research Libraries (ARL) Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, DC.
8. Cook, C., and Thompson, B. (2000a). Psychometric Properties of Scores from the Web-based LibQUAL+ Study of Perceptions of Library Service Quality. Paper presented at the Association of Research Libraries (ARL) Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, DC.
9. Cook, C., and Thompson, B. (2000b). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. Journal of Academic Librarianship 26, pp. 248–258.
10. Cook, C., and Thompson, B. (in press). Higher-order factor analytic perspectives on users' perceptions of library service quality. Library Information Science Research.
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13. Nitecki, D.A. (1996). An assessment of the applicability of SERVQUAL dimensions: a customer-based criteria for evaluating quality of services in an academic library (Doctoral dissertation, University of Maryland, 1995).
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18. Thompson, B., Cook, C., and Heath, F. (2000). How Many Dimensions Does It Take to Measure Users' Perceptions of Libraries?: A ‘LibQUAL+’ Study. Paper presented at the Association of Research Libraries (ARL) Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, DC.
19. Thompson, B., Melancon, J.G., and Kier, F. (1998). Faking/random Response Scales for the PPSDQ-93 Measure of Jungian Types. Paper presented at the annual meeting of the Southwestern Psychological Association, New Orleans (ERIC Document Reproduction Service No. ED 420 675).
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