http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
pages [541]-780 : illustrations ; 23 cm.
Introduction / Martha Kyrillidou and Fred M. Heath -- Users' perceptions of library service quality : a LibQUAL+ qualitative study / Colleen Cook and Fred M. Heath -- Psychometric properties of scores from the Web-based LibQUAL+ study of perceptions of library service quality / Colleen Cook and Bruce Thompson -- Assessing user needs, satisfaction and library performance at the University of Washington libraries / Steve Hiller -- Usage of academic libraries : the role of service quality, resources and user characteristics / Patience L. Simmonds and Syed Saad Andaleeb -- Beyond measuring service quality : learning from the voices of the customers, the staff, the processes and the organization / Shelley Phipps -- Perspectives on user satisfaction surveys / Rowena Cullen -- Service quality : a concept not fully explored / Peter Hernon and Danuta A. Nitecki -- Performance, processes and costs : managing service quality with the balanced scorecard / Roswitha Poll -- Innovative United Kingdom approaches to measuring service quality / Ian Winkworth -- International variations in measuring customer expectations / Philip J. Calvert -- Measuring service quality in the networked environment : approaches and considerations / John Carlo Bertot.
Martha Kyrillidou and Fred M. Heath, issue editors.
Reprint of Library trends, volume 49, number 4 (Spring 2001).