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Innovative United Kingdom Approaches to Measuring Service Quality
Ian Winkworth, Library Trends 49, no. 4 (2001): 718-731.
Publication Type: Related Articles
International Variations in Measuring Customer Expectations
Philip J. Calvert, Library Trends 49, no. 4 (2001): 732-757.
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Measuring Service Quality in the Networked Environment: Approaches and Considerations
Jean Carlo Bertot, Library Trends 49, no. 4 (2001): 758-775.
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Performance, Processes, and Costs: Managing Service Quality with the Balanced Scorecard
Roswitha Poll, Library Trends 49, no. 4 (2001): 709-717.
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Perspectives on User Satisfaction Surveys
Rowena Cullen, Library Trends 49, no. 4 (2001): 662-686.
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Selected Publications Focusing on Customer Service
Compiled by A. Parasuraman, University of Miami
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Service Quality: A Concept Not Fully Explored
Peter Hernon and Danuta Nitecki, Library Trends 49, no. 4 (2001): 687-708.
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Usage of Academic Libraries: The Role of Service Quality, Resources, and User Characteristics
Patience L. Simmonds and Syed Saad Andaleeb, Library Trends 49, no. 4 (2001): 626-634.
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Survey Says Customers Like Library
University of Washington, UWeek 18, no. 1 (September 28, 2000)
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Measuring Service Quality at Yale University Libraries
Danuta A. Nitecki and Peter Hernon, The Journal of Academic Librarianship 26, no. 4 (2000): 259-273.
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