Service Quality In Academic Libraries

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Quality and the Academic Library

Author : Jeremy Atkinson
Publisher : Chandos Publishing
ISBN 13 : 0081001347
Total Pages : 336 pages
Book Rating : 4.0/5 (81 download)

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Book Synopsis Quality and the Academic Library by : Jeremy Atkinson

Download or read book Quality and the Academic Library written by Jeremy Atkinson and published by Chandos Publishing. This book was released on 2016-02-24 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement. An overview of quality management and service quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives provided from the different stakeholders involved in the quality processes. All contributors adopt a critical reflection approach, reflecting on the implications, impact, and significance of the activities undertaken and the conclusions that can be drawn for future developments. The book concludes with an overall reflection on quality management and service quality in academic libraries with a final analysis of priorities for the future. Presents a holistic view of the subject, looking at reviews of academic library services, quality assurance and assessment, quality enhancement, and service quality Provides perspectives from authors with different experiences and responsibilities, including those responsible for initiating and managing quality processes in higher education Includes case studies where the authors not only describe the quality processes used, but also seek to review and reflect on their success, limitations, and the impact of their work some time after the event Seeks to be current, comprehensive, and reflective by including the results of surveys/interviews from senior librarians on quality in academic libraries

Service Quality in Academic Libraries

Author : Peter Hernon
Publisher : Praeger
ISBN 13 : 1567502091
Total Pages : 0 pages
Book Rating : 4.5/5 (675 download)

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Book Synopsis Service Quality in Academic Libraries by : Peter Hernon

Download or read book Service Quality in Academic Libraries written by Peter Hernon and published by Praeger. This book was released on 1996 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

Assessing Service Quality

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 0838913105
Total Pages : 507 pages
Book Rating : 4.8/5 (389 download)

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Book Synopsis Assessing Service Quality by : Peter Hernon

Download or read book Assessing Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2015-05-12 with total page 507 pages. Available in PDF, EPUB and Kindle. Book excerpt: This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

Delivering Satisfaction and Service Quality

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 9780838907894
Total Pages : 204 pages
Book Rating : 4.9/5 (78 download)

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Book Synopsis Delivering Satisfaction and Service Quality by : Peter Hernon

Download or read book Delivering Satisfaction and Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2001 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Assessing Service Quality

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 0838910211
Total Pages : 226 pages
Book Rating : 4.8/5 (389 download)

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Book Synopsis Assessing Service Quality by : Peter Hernon

Download or read book Assessing Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2010-01-19 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: This classic book is brought fully up to date as Hernon and Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways.

Encyclopedia of Library and Information Science

Author : Allen Kent
Publisher : CRC Press
ISBN 13 : 9780824720650
Total Pages : 392 pages
Book Rating : 4.7/5 (26 download)

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Book Synopsis Encyclopedia of Library and Information Science by : Allen Kent

Download or read book Encyclopedia of Library and Information Science written by Allen Kent and published by CRC Press. This book was released on 1999-10-29 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Encyclopedia of Library and Information Science provides an outstanding resource in 33 published volumes with 2 helpful indexes. This thorough reference set---written by 1300 eminent, international experts---offers librarians, information/computer scientists, bibliographers, documentalists, systems analysts, and students, convenient access to the techniques and tools of both library and information science. Impeccably researched, cross referenced, alphabetized by subject, and generously illustrated, the Encyclopedia of Library and Information Science integrates the essential theoretical and practical information accumulating in this rapidly growing field. The self-contained Supplements (each Supplement contains A-Z coverage) highlight new trends, describe the latest advances, and profile key people making critical contributions to the field. Recent individual Supplements considered topics such as Archival Science to User Needs Concept-Based Indexing and Retrieval of Hypermedia Information to Using Self-Checkout Technology to Increase Productivity and Patron Service in the Library Artificial Intelligence and Machine Learning Approach to Fraud Investigation to Visual Search in Modern Human-Computer Interfaces Supplement Volumes 36-61 are available; additional supplements in preparation."

Quality Services in Academic Libraries

Author : Felicia Etim
Publisher : AuthorHouse
ISBN 13 : 1524604712
Total Pages : 495 pages
Book Rating : 4.5/5 (246 download)

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Book Synopsis Quality Services in Academic Libraries by : Felicia Etim

Download or read book Quality Services in Academic Libraries written by Felicia Etim and published by AuthorHouse. This book was released on 2016-06-25 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: There is great consistency throughout these articles, research projects, management schemes, and standards, in and out of librarianship. Does the repetition suggest that the lessons have not yet been learned? Rather, it may be that there is no new silver bullet or shortcut for academic libraries. Experience reveals that one may have the formal process without getting good results and vice versa; the determining factor is whether the library staff, managers, and stakeholders define certain fundamental assumptions about the nature of the enterprise. All the above have in common the following underlying components: The careful definition of goals or of some kind of criteria against which success can be assessed A focus on meeting the needs of the users, as defined by the library and the institution Leadership: a commitment from the top, conscious efforts at ensuring communication, the provision of training and resources for the process of evaluation, the active support of a process to promote shared values The involvement of all levels of staff in goal setting, evaluation, and the improvement of processes and services Integrating a process of evaluation that is continuous and adaptive, whether that process is based on the framework of TQM, strategic planning, or another model

Measuring Quality

Author : Roswitha Poll
Publisher : München [Germany] : K.G. Saur
ISBN 13 :
Total Pages : 180 pages
Book Rating : 4.:/5 (41 download)

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Book Synopsis Measuring Quality by : Roswitha Poll

Download or read book Measuring Quality written by Roswitha Poll and published by München [Germany] : K.G. Saur. This book was released on 1996 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: The International Federation of Library Associations and Institutions (IFLA) is the leading international body representing the interests of library and information services and their users. It is the global voice of the information profession. The series IFLA Publications deals with many of the means through which libraries, information centres, and information professionals worldwide can formulate their goals, exert their influence as a group, protect their interests, and find solutions to global problems.

Ency of Library and Inform Sci 2e V4 (Print)

Author : Miriam A. Drake
Publisher : CRC Press
ISBN 13 : 9780824720803
Total Pages : 874 pages
Book Rating : 4.7/5 (28 download)

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Book Synopsis Ency of Library and Inform Sci 2e V4 (Print) by : Miriam A. Drake

Download or read book Ency of Library and Inform Sci 2e V4 (Print) written by Miriam A. Drake and published by CRC Press. This book was released on 2003 with total page 874 pages. Available in PDF, EPUB and Kindle. Book excerpt: A revitalized version of the popular classic, the Encyclopedia of Library and Information Science, Second Edition targets new and dynamic movements in the distribution, acquisition, and development of print and online media-compiling articles from more than 450 information specialists on topics including program planning in the digital era, recruitment, information management, advances in digital technology and encoding, intellectual property, and hardware, software, database selection and design, competitive intelligence, electronic records preservation, decision support systems, ethical issues in information, online library instruction, telecommuting, and digital library projects.

Evaluating the Twenty-First Century Library

Author : Donald L. DeWitt
Publisher : Routledge
ISBN 13 : 1317951778
Total Pages : 122 pages
Book Rating : 4.3/5 (179 download)

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Book Synopsis Evaluating the Twenty-First Century Library by : Donald L. DeWitt

Download or read book Evaluating the Twenty-First Century Library written by Donald L. DeWitt and published by Routledge. This book was released on 2013-10-31 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explore the ARL’s initiatives for identifying, formulating, and testing new criteria for evaluating academic libraries in the digital age! The proliferation of electronic information resources in the past decade has changed the ways in which research libraries evaluate their service and holdings. This collection of articles (thirteen of which previously appeared in ARL’s bimonthly newsletter/report on research issues and actions) examines new measures for library evaluation that are being developed by the Association of Research Libraries. It presents an overview of how the Association of Research Libraries’ “new measures” initiative developed, plus insightful reports on the details of the SERVQUAL, LibQUAL+, and E-metrics projects. Handy flow charts and tables make the information easily accessible and understandable. From the editor: “The profound changes in library management and collection development brought about by digital technology in the closing decade of the twentieth century have changed the way we think about libraries. If we were to ask librarians who have been in the profession for more than a decade how they evaluated a library, we probably would hear statistics about the number of volumes held and added annually, the number of serial subscriptions, how much money a library has to spend, and how many professionals are on staff. These are the traditional criteria by which libraries have been judged throughout much of the twentieth century. Newer librarians, however, especially those who entered the profession in the late 1980s and 1990s, use a different yardstick and frequently recite different statistics that include terms such as user satisfaction, spending on electronic resources and services, document delivery services, numbers of databases and electronic journals available, and services provided to distance learners.” In Evaluating the Twenty-First Century Library, you’ll find valuable information on: current performance measures for academic libraries the continuing search for accurate new performance measures the uses of learning outcomes assessment SERVQUAL, LibQUAL+, and the ARL LibQUAL+ Pilot Project the results of the 2000 Symposium on Measuring Library Service Quality the uses of E-metrics in assessing the academic networked environment and accurately measuring use, users, services, resources, and other factors an insightful discussion of the rise in spending on electronic information by research libraries

Improving the Quality of Library Services for Students with Disabilities

Author : Peter Hernon
Publisher : Libraries Unlimited
ISBN 13 : 9781591583004
Total Pages : 0 pages
Book Rating : 4.5/5 (83 download)

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Book Synopsis Improving the Quality of Library Services for Students with Disabilities by : Peter Hernon

Download or read book Improving the Quality of Library Services for Students with Disabilities written by Peter Hernon and published by Libraries Unlimited. This book was released on 2005-12-30 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The development and promotion of appropriate services for students with disabilities has been an integral part of the academic library since the 1990s. There remains, however, a dearth of literature—in marketing, library and information science, and other disciplines—that applies quality assessment instruments to existing programs. With this in mind, Hernon and Calvert present two versions of a data collection instrument, designed to compare the expectations of special students with their perceptions of how well a given service met their needs. Descriptions of successful initiatives at a variety of academic libraries are also included. Adaptive technologies. Anti-discrimination laws. Equity and compliance issues. In-house policies (and politics). All of these support, in one form or another, the development and promotion of appropriate services for students with physical, learning, or, increasingly, psychological disabilities. But what of service quality? To date, there is a dearth of literature—in marketing, library and information science, and other disciplines—that applies quality assessment instruments to programs for special student populations. Not until now has anyone compared the expectations of such students with their perceptions of how well a given service meets their needs. Peter Hernon, Philip Calvert, and their colleagues—Kathleen Rogers, Todd K. Herriott, and Ava Gibson—discuss the circumstances affecting services for the disabled, and provide two versions of a data collection instrument, loosely based on SERVQUAL, that individual institutions can modify to reflect their particular needs and situations. International in scope, it incorporates the perspective of university attorneys and compliance officers, as well as descriptions of successful initiatives by senior library administrators in the U.S. (Larry Hardesty, Rush G. Miller, Sarah Hamrick, and Jennifer Lann) and New Zealand (Helen Renwick, Philip Jane, and John Redmayne.) Improving the Quality of Library Services for Students with Disabilities will assist libraries and other service components of academic institutions to adopt a proactive position, as well as challenge staff assumptions of service expectations and information needs.

Surviving the Future

Author : Gail Munde
Publisher : Elsevier
ISBN 13 : 1780630034
Total Pages : 218 pages
Book Rating : 4.7/5 (86 download)

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Book Synopsis Surviving the Future by : Gail Munde

Download or read book Surviving the Future written by Gail Munde and published by Elsevier. This book was released on 2009-02-28 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every academic library strives to make improvements - in its services, its effectiveness, and its contributions to overall university success. Every librarian wants to improve library quality, but few are knowledgeable or enthusiastic about the means and mechanisms of quality improvement. This book assists librarians to make sense of data collection, assessment, and comparative evaluation as stepping stones to transformative quality improvement. Creating value lies in a library’s ability to understand, communicate and measure what matters to users, and what can be measured can be managed to successful outcomes. Complex and fragmented subject matter is synthesized into clear and logical presentation Focuses on current research and best practices International in scope

A Mixed-methods Approach to the Identification and Measurement of Academic Library Service Quality Constructs

Author : Carol Colleen Cook
Publisher :
ISBN 13 :
Total Pages : 682 pages
Book Rating : 4.:/5 (497 download)

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Book Synopsis A Mixed-methods Approach to the Identification and Measurement of Academic Library Service Quality Constructs by : Carol Colleen Cook

Download or read book A Mixed-methods Approach to the Identification and Measurement of Academic Library Service Quality Constructs written by Carol Colleen Cook and published by . This book was released on 2001 with total page 682 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 model, to develop a web-delivered, effective total market survey for service quality assessment in academic libraries; and third, using the derived instrument, to recommend a process for an ongoing program of comparative outcome measurement for academic libraries. Interviews with academic library users affirmed the presence of SERVQUAL dimensions of Assurance, Responsiveness, Empathy, Reliability and Tangibles in the service quality construct for academic libraries, and surfaced additional theoretical dimensions specific to libraries: Collections, Ubiquity of Access, Library as Place, and Self-reliance. A model of service quality supporting this construct was tested through a 56-question, web-based survey instrument, administered to 20,416 users of 43 academic libraries in spring 2001. Analysis largely affirmed the theoretical model of service quality with some modifications: Affect of Service subsumed the affective elements of SERVQUAL dimensions; Library as Place was supported as an expansion of SERVQUAL Tangibles; a proposed dimension of Self-reliance was subsumed in a dimension of Personal Control and a fourth dimension of Information Access subsumed Collections. From validity and reliability analyses of the 56-question pilot instrument, a parsimonious 25-question tool, LibQUAL+, was proposed to serve as a total market survey for academic libraries. Such surveys constitute one of the three essential customer-centered listening methods recommended from the services marketing discipline. An increasing demand for accountability in higher education, particularly for outcome measures, the globalization of information, and growing competition from for-profit information providers are drivers compelling academic library administrators to action in augmenting traditional input measurements of effectiveness with outcome, user-based assessments. In support of this movement, LibQUAL+ holds promise of serving as an effective total market survey for academic libraries.

Providing Customer-oriented Services in Academic Libraries

Author : Chris Pinder
Publisher : Library Association Publishing (UK)
ISBN 13 :
Total Pages : 216 pages
Book Rating : 4.:/5 (31 download)

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Book Synopsis Providing Customer-oriented Services in Academic Libraries by : Chris Pinder

Download or read book Providing Customer-oriented Services in Academic Libraries written by Chris Pinder and published by Library Association Publishing (UK). This book was released on 1996 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Action Plan for Outcomes Assessment in Your Library

Author : Peter Hernon
Publisher : American Library Association
ISBN 13 : 9780838908136
Total Pages : 216 pages
Book Rating : 4.9/5 (81 download)

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Book Synopsis Action Plan for Outcomes Assessment in Your Library by : Peter Hernon

Download or read book Action Plan for Outcomes Assessment in Your Library written by Peter Hernon and published by American Library Association. This book was released on 2002 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the process of assessing if and how well students and library users are learning from the resources the library provides. The book provides data collection tools for measuring both learning and research outcomes that link outcomes to user satisfaction and includes detailed examples from actual outcomes assessment programs.

Quality and the Academic Library

Author : Jeremy Atkinson
Publisher : Chandos Publishing
ISBN 13 : 9780128021057
Total Pages : 0 pages
Book Rating : 4.0/5 (21 download)

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Book Synopsis Quality and the Academic Library by : Jeremy Atkinson

Download or read book Quality and the Academic Library written by Jeremy Atkinson and published by Chandos Publishing. This book was released on 2016-02-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement. An overview of quality management and service quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives provided from the different stakeholders involved in the quality processes. All contributors adopt a critical reflection approach, reflecting on the implications, impact, and significance of the activities undertaken and the conclusions that can be drawn for future developments. The book concludes with an overall reflection on quality management and service quality in academic libraries with a final analysis of priorities for the future.

Measuring Quality

Author : Roswitha Poll
Publisher : Walter de Gruyter
ISBN 13 : 3598440286
Total Pages : 269 pages
Book Rating : 4.5/5 (984 download)

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Book Synopsis Measuring Quality by : Roswitha Poll

Download or read book Measuring Quality written by Roswitha Poll and published by Walter de Gruyter. This book was released on 2008-11-03 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: The first edition of this handbook appeared in 1996 and dealt with academic libraries. It gained wide acceptance and was translated into five other languages. After ten years the new edition widens the perspective to public libraries and adds indicators for electronic services and cost-effectiveness. The handbook has been considerably enlarged, from 17 to 40 indicators. It gives practical help by showing examples of possible results for each indicator. The handbook is intended as practical instrument for the evaluation of library services. Although it aims specifically at academic and public libraries, most indicators will also apply to all other types of libraries.