Library Trends

View more issues: Fall 2000, Wntr 2000, Summer 2001

Articles in Spring 2001 issue of Library Trends

• Performance, Processes and Costs: Managing Service Quality with the Balanced Scorecard
  by Roswitha Poll
• Innovative United Kingdom Approaches to Measuring Service Quality - Statistical Data Included
  by Ian Winkworth
• Introduction - research library services
  by Martha Kyrillidou
• International Variations in Measuring Customer Expectations
  by Philip J. Calvert
• Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study
  by Colleen Cook
• Measuring Service Quality in the Networked Environment: Approaches and Considerations
  by John Carlo Bertot
• Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality
  by Colleen Cook
• Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries
  by Steve Hiller
• Usage of Academic Libraries: The Role of Service Quality, Resources, and User Characteristics
  by Patience L. Simmonds
• Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization
  by Shelley Phipps
• Perspectives on User Satisfaction Surveys - Academic libraries
  by Rowena Cullen
• Service Quality: A Concept Not Fully Explored
  by Peter Hernon