:: Library Catalog

Cover Image

Saved in:

Bibliographic Details
Main Author:	Bicknell, Tracy
Format:	Recurso educativo Open Access
Language:	en
Published:	1994
Subjects:	Communication Skills Environment Evaluation Methods Library Personnel Library Services Measurement Techniques Morale Reference Services User Needs (Information)
Online Access:	https://eric.ed.gov/?id=EJ486708
Tags:	Add Tag No Tags, Be the first to tag this record!

Similar Items

The Measurement and Evaluation of Reference Service.
by: Rothstein, Samuel
Published: (1989)

Determining User Preferences for Information Services.
by: Halperin, Michael
Published: (1981)

Integrating the Imposed Query into the Evaluation of Reference Service: A Dichotomous Analysis of User Ratings.
by: Gross, Melissa, et al.
Published: (2002)

Studying the Cost and Value of Library Services: Final Report. Technical Report APLAB/94-3/1,2,3,4.
by: Kantor, Paul B., et al.
Published: (1995)

Assessment and Accountability in Reference Work. Part V: Reference Evaluation.
by: Hults, Patricia, et al.
Published: (1992)

Measuring Service Quality at Yale University's Libraries.
by: Nitecki, Danuta A., et al.
Published: (2000)

Gathering and Using Patron and Librarian Perceptions of Question-Answering Success.
by: Bunge, Charles A.
Published: (1999)

Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization.
by: Phipps, Shelley
Published: (2001)

Student-Staffed Virtual Reference Services: How to Meet the Training Challenge
by: Barrett, Kathryn, et al.
Published: (2018)

Exploring New Service Models: Can Consolidating Public Service Points Improve Response to Customer Needs?
by: Flanagan, Pat, et al.
Published: (2000)

Proceedings of the Northumbria International Conference on Performance Measurement in Libraries and Information Services: "Meaningful Measures for Emerging Realities" (4th, Pittsburgh, Pennsylvania, August 12-16, 2001).
by: Stein, Joan, Ed., et al.
Published: (2002)

Evaluating Reference Services in the Electronic Age.
by: Whitlatch, Jo Bell
Published: (2001)

Modeling Service-Seeking Behavior in an Academic Library: A Methodology and Its Application.
by: Heine, Michael, et al.
Published: (2000)

Determining Our Worth, Communicating Our Value.
by: Marshall, Joanne Gard
Published: (2000)

Before the Answer: Evaluating the Reference Process.
by: Jennerich, Elaine Z.
Published: (1980)

Orem Public Library Information/Reference Service Library User Study.
by: Campbell, Dana, et al.
Published: (1990)

Question Negotiation at Orem Public Library.
by: Buckley, Jonathan, et al.
Published: (1990)

From Rationale to Results: Implementing Performance Indicators in a Public Library.
by: Alston, Ruth
Published: (1995)

Service Quality: A Concept not Fully Explored.
by: Hernon, Peter, et al.
Published: (2001)

Staff Training in an Automated Environment: Keeping the Patron in Mind.
by: Hendley, Margaret
Published: (1989)

Evaluating Electronic Reference Services: Issues, Approaches and Criteria.
by: Novotny, Eric
Published: (2001)

SCORE, A Measurement of Reference Service.
by: Beeler, Richard J.
Published: (1975)

Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services
by: Murphy, Sarah Anne, et al.
Published: (2012)

Baseline Subject Competencies for the Academic Reference Desk.
by: Benefiel, Candace R., et al.
Published: (1997)

Differentiated Services: A New Reference Model.
by: Whitson, William L.
Published: (1995)

The Hidden Agenda in the Measurement and Evaluation of Reference Service, or, how to Make a Case for Yourself.
by: Rothstein, Samuel
Published: (1989)

Teaching Performance Measurement for Reference Service.
by: McNally, Peter F.
Published: (1989)

Deriving a Quality Assurance Toolkit from the Outcomes of Information Use.
by: Urquhart, Christine, et al.
Published: (1995)

The Search for Quality.
by: Shaughnessy, Thomas W.
Published: (1987)

Utility Measures, Not Performance Measures, for Library Reference Service?
by: Hernon, Peter
Published: (1987)

Night Owl: Maryland's After-Hours Reference Service.
by: Duke, Deborah C.
Published: (1994)

Reliability and Validity of SERVQUAL Scores Used To Evaluate Perceptions of Library Service Quality.
by: Thompson, Bruce, et al.
Published: (2000)

Reference Is Better than We Thought.
by: Richardson, John V., Jr.
Published: (2002)

An Analytical Survey of Chat Reference Services.
by: Francoeur, Stephen
Published: (2001)

Flying a Light Aircraft: Reference Service Evaluation from a User's Viewpoint.
by: Dewdney, Patricia, et al.
Published: (1994)

Evaluating Library Public Service.
by: Murphy, Marcy
Published: (1990)

Improving the Quality of Business Reference Service.
by: Lavin, Michael R.
Published: (1995)

Toward Developing Measures of the Impact of Library and Information Services.
by: Durrance, Joan C., et al.
Published: (2002)

Using the Contingent Valuation Method To Measure Patron Benefits of Reference Desk Service in an Academic Library.
by: Harless, David W., et al.
Published: (1999)

Closing the Reference Interview: Implications for Policy and Practice.
by: Nolan, Christopher W.
Published: (1992)