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Performance Measurement and Metrics

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Articles

Articles

Article No:	Article Information:
1819361	Bridging the gap between service provision and customer expectations Susan McKnight (pp. 79-93) Keywords: Customer satisfaction, Customer service management, Performance measures, University libraries ArticleType: Research paper View HTML | View PDF (360 KB) | Reprints & Permissions
1819362	Measuring academic libraries service quality in fuzzy environment Yahia Zare Mehrjerdi, Hossein Sayyadi Toranlo, Reza Jamali (pp. 94-115) Keywords: Academic libraries, Customer services quality, Fuzzy logic, Gap analysis ArticleType: Research paper View HTML | View PDF (313 KB) | Reprints & Permissions
1819363	Development of strategic performance information at the National Library of Scotland David Hunter (pp. 142-150) Keywords: Balanced scorecard, National libraries, Performance measures, Scotland ArticleType: Case study View HTML | View PDF (109 KB) | Reprints & Permissions
1819364	Needs assessment of library instruction at Texas A&M University Libraries using student feedback Adriana J. Gonzalez (pp. 122-133) Keywords: Academic libraries, Assessment, Feedback, Library instruction, Personal needs ArticleType: Case study View HTML | View PDF (154 KB) | Reprints & Permissions
1819365	What do higher education management and administration expect of library benchmarking?: Results of a workshop on BIX – the Library Index for Academic Libraries in Germany Ulla Wimmer (pp. 116-121) Keywords: Academic libraries, Benchmarking, Higher education ArticleType: Case study View HTML | View PDF (54 KB) | Reprints & Permissions
1819366	What is impact assessment and why is it important? David Streatfield, Sharon Markless (pp. 134-141) Keywords: Assessment, Globalization, Information exchange, Strategic evaluation ArticleType: Technical paper View HTML | View PDF (304 KB) | Reprints & Permissions

Book Review

Digital Consumers: Reshaping the Information Profession

Item No:	Item Information
1819359	Digital Consumers: Reshaping the Information Profession Vol : 10 Issue: 2 Author(s): Anna Maria Tammaro View HTML

Libraries and Information Services: Towards the Attainment of the UN Millennium Development Goals

Item No:	Item Information
1819360	Libraries and Information Services: Towards the Attainment of the UN Millennium Development Goals Vol : 10 Issue: 2 Author(s): Roswitha Poll View HTML

Editorial

Editorial

Item No:	Item Information
1819367	Editorial Vol : 10 Issue: 2 Author(s): Steve Thornton View HTML

2009 Awards for Excellence

2009 Awards for Excellence

Item No:	Item Information
1819368	2009 Awards for Excellence Vol : 10 Issue: 2 View HTML