Performance Measurement and Metrics: Volume 5 Issue 2
Strapline:
The international journal of library assessment, value and impact
Subjects:
Table of contents
Assessing and improving service performancefor maximum impact: insights from a two‐decade‐long research journey
A. ParasuramanStarting in 1983, and sponsored by the Marketing Science Institute (MSI), the service research journey has consisted of multiple research phases that have covered a variety of…
6183
The dimensions that construct the evaluation of service quality in academic libraries
Haruki Nagata, Yoshinori Satoh, Sarah Gerrard, Päivi KytömäkiThe objective of this study is to identify the dimensions that determine the customers' evaluation of service quality in academic libraries. One university library each in England…
3962
Utilizing points of differentiation to enhance competitiveness and growth: some thoughts for consideration
Rocky J. DwyerOne of the hallmarks of a leading‐edge organization – be it public or private sector – has been the ability to differentiate itself from third parties by gaining insight into and…
1218
The eVALUEd toolkit: practical evaluation help for academic libraries
Stella ThebridgeThis paper outlines the progress of the eVALUEd project and presents the findings of earlier research that has informed its development. This is a major survey of higher education…
874
ISSN:
1467-8047Online date, start – end:
2000Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Frankie Wilson
- Holt Zaugg