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Performance Measurement and Metrics

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Articles

Articles

Article No:	Article Information:
862297	LibQUAL+TM as transformative experience Tom B. Wall (pp. 43-48) Keywords: Customer service, Library services, Public libraries, Service quality ArticleType: Technical paper View HTML | View PDF (66 KB) | Reprints & Permissions
862298	Extracting meaningful measures of user satisfaction from LibQUAL+TM for the University Libraries at Virginia Tech Eileen E. Hitchingham, Donald Kenney (pp. 48-58) Keywords: Customer satisfaction, Gender, University libraries ArticleType: Case study / Research paper View HTML | View PDF (823 KB) | Reprints & Permissions
862299	LibQUAL+TM at Miami University: a look from outside ARL Judith A. Sessions, Alex Schenck, Aaron K. Shrimplin (pp. 59-68) Keywords: Case studies, Service quality, University libraries ArticleType: Case study / Research paper View HTML | View PDF (107 KB) | Reprints & Permissions
862300	Continuous assessment at Washington State University Libraries: a case study Sarah K. McCord, Mary M. Nofsinger (pp. 68-73) Keywords: Case studies, Service quality, University libraries ArticleType: Case study / Research paper View HTML | View PDF (82 KB) | Reprints & Permissions
862301	LibQUAL+TM as a confirming resource Joseph F. Boykin (pp. 74-78) Keywords: Assessment, Resource management, Service quality, Strategic planning, University libraries ArticleType: Case study View HTML | View PDF (63 KB) | Reprints & Permissions
862302	Probing user perceptions of service quality: using focus groups to enhance quantitative surveys Gwyneth H. Crowley, Charles L. Gilreath (pp. 78-84) Keywords: Customer satisfaction, Focus groups, Service quality ArticleType: Case study View HTML | View PDF (96 KB) | Reprints & Permissions
862303	LibQUAL+TM and the small academic library Wanda Dole (pp. 85-95) Keywords: Academic libraries, Assessment, Service quality, Strategic planning ArticleType: Case study View HTML | View PDF (105 KB) | Reprints & Permissions
862304	Using LibQUAL+TM to improve services to library constituents: a preliminary report on the University of Nebraska-Lincoln experience Beth McNeil, Joan Giesecke (pp. 96-100) Keywords: Collection management, Funding, Library services, Service quality ArticleType: Case study View HTML | View PDF (99 KB) | Reprints & Permissions
862305	LibQUAL+TM spring 2001 comments: a qualitative analysis using Atlas.ti Julie Anna Guidry (pp. 100-107) Keywords: Computer software, Libraries, Qualitative techniques, Service quality ArticleType: Research paper View HTML | View PDF (183 KB) | Reprints & Permissions

Book Review

An Action Plan for Outcomes Assessment in Your Library

Item No:	Item Information
1499667	An Action Plan for Outcomes Assessment in Your Library Journal: Performance Measurement and Metrics Vol : 3 Issue: 2 Author(s): Rowena Cullen View HTML

Foreword

Foreword

Item No:	Item Information
1491220	Foreword Journal: Performance Measurement and Metrics Vol : 3 Issue: 2 Author(s): A. Parasuraman View HTML

Introduction

The maturation of assessment in academic libraries: the role of LibQUAL+™

Item No:	Item Information
1491221	The maturation of assessment in academic libraries: the role of LibQUAL+™ Journal: Performance Measurement and Metrics Vol : 3 Issue: 2 Author(s): Colleen Cook View HTML

End notes

5th Northumbria International Conference on Performance Measurement in Libraries and Information Services

Item No:	Item Information
1491222	5th Northumbria International Conference on Performance Measurement in Libraries and Information Services Journal: Performance Measurement and Metrics Vol : 3 Issue: 2 View HTML

Lis-perf-measures July 2002

Item No:	Item Information
1491223	Lis-perf-measures July 2002 Journal: Performance Measurement and Metrics Vol : 3 Issue: 2 Author(s): Pat Gannon-Leary View HTML