Reviews the literature on quality. Defines quality in managementterms, gives examples of
the advantages of quality appraisal, anddescribes how its assessment has been attempted …

The SERVQUAL instrument, developed among various types of service industries by
Parasuraman, Berry, and Zeithaml, is designed to be a diagnostic tool to measure customer …

The purpose of the study was threefold: first, to fill a knowledge void in modeling the
dimensions of library service quality from the user perspective; second, based upon the …

Customer service is a vital part of library service. The reference interview remains a key
element in assisting library patrons with information needs. This book shows librarians how …

This study investigates and compares library users' and librarians' perceptions of their
interpersonal communication in academic library reference interactions. The perspectives of …

Literature from the service industries consistently defines quality service in terms of the user,
whereas library literature rarely defines quality reference service other than in simple …

For many years the evaluation of reference service has focused on the accuracy with which
patrons' questions are answered. It has been suggested that an area that needs further …

Due to the public nature of reference work, librarians need to be accountable to the patrons
that they serve. A high level of performance at the reference desk generates good public …

Academic reference service during the past 30 years has faced change and challenge;
these have been the emblems of reference in this period. The opportunities offered by …

A preview of this study was presented at the Annual Conference of the Louisiana Library
Association March 16, 1989, in Baton Rouge, Louisiana. 1988 was deemed the year of the …