rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Measuring service quality
  title info:
    title: Library trends
  name:
    name part: Kyrillidou, Martha.
  name:
    name part: Heath, Fred M.
    name part: 1944-
  type of resource: text
  genre: bibliography
  origin info:
    place:
      place term: ilu
    date issued: 2001
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: print
    extent: pages [541]-780 : illustrations ; 23 cm.
  table of contents: 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.
  note: Martha Kyrillidou and Fred M. Heath, issue editors.
  note: Reprint of Library trends, volume 49, number 4 (Spring 2001).
  note: Includes bibliographical references.
  subject:
    topic: Libraries
    topic: User satisfaction
  subject:
    topic: Academic libraries
    topic: Evaluation
  subject:
    topic: Academic libraries
    topic: Quality control
  subject:
    topic: Academic libraries
    topic: Standards
  subject:
    title info:
      title: LibQUAL+
  record info:
    record content source: TXA
    record creation date: 070606
    record change date: 20151105052556.0
    record identifier: in00002248524