Cover Image

Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services

Fuente: ERIC Institute of Education Sciences

Saved in:

Bibliographic Details
Main Authors:	Murphy, Sarah Anne, Cerqua, Judith
Format:	Recurso educativo Open Access
Language:	en
Published:	2012
Subjects:	Educational Needs Academic Libraries Telecommunications Program Implementation Library Automation Library Development Library Services Reference Services Models Measurement Objectives Measurement Techniques User Satisfaction (Information) Computer Mediated Communication Information Centers
Online Access:	Acceder al recurso
Tags:	Add Tag No Tags, Be the first to tag this record!

Similar Items

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

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)

Using the "New Planning for Results" Process To Create Local Standards of Library Service.
by: Kotch, Marianne
Published: (2002)

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)

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

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

Start a New Fire: Measuring the Value of Academic Libraries in Undergraduate Learning
by: Menchaca, Frank
Published: (2014)

Perspectives on User Satisfaction Surveys.
by: Cullen, Rowena
Published: (2001)

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

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

Select Bibliography and Overview of Bunge's Publications Related to the Measurement of Reference Effectiveness.
by: Watstein, Sarah B.
Published: (1999)

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

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

Changing the Concept and Measure of Service Quality in Academic Libraries.
by: Nitecki, Danuta A.
Published: (1996)

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

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

Comparative Measurement of Book Availability in Academic Libraries.
by: Rehman, Sajjad Ur, et al.
Published: (1993)

What Do Library Users Want? A Conjoint Measurement Technique May Yield the Answer.
by: Ramsing, Kenneth D., et al.
Published: (1982)

Geospatial Services in Special Libraries: A Needs Assessment Perspective
by: Barnes, Ilana
Published: (2013)

Constituency Needs as Determinants of Library Collection and Service Configurations: An Approach to Measurement.
by: Warner, Edward S.
Published: (1977)

Measuring the Success of the Academic Library Website Using Banner Advertisements and Web Conversion Rates: A Case Study
by: Whang, Michael
Published: (2007)

Determining and Communicating the Value of the Special Library.
by: Matthews, Joseph R.
Published: (2003)

User Preferences in Reference Services: Virtual Reference and Academic Libraries
by: Cummings, Joel, et al.
Published: (2007)

Assessing the Warm Glow Effect in Contingent Valuations for Public Libraries
by: Lee, Soon-Jae, et al.
Published: (2010)

New Measures of User Satisfaction With Computer Based Literature Searches
by: And Others, et al.
Published: (1977)

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

The Usefulness of Fill Rates: Research and Debate.
by: D'Elia, George, et al.
Published: (1988)

Focusing on Quality Reference Service.
by: Bicknell, Tracy
Published: (1994)

Conducting User Surveys: An Ongoing Information Imperative.
by: Plosker, George R.
Published: (2002)

Measuring Customer Satisfaction and Quality of Service in Special Libraries.
by: White, Marilyn Domas, et al.
Published: (1994)

How Many Dimensions Does It Take To Measure Users' Perceptions of Libraries?: A LibQUAL+Study.
by: Thompson, Bruce, et al.
Published: (2001)

International Variations in Measuring Customer Expectations.
by: Calvert, Philip J.
Published: (2001)

The Bottom Line: Performance Measurement in a Corporate Library.
by: McAllister, Moyra
Published: (2000)

Asking "Why" Questions in the Reference Interview: A Theoretical Justification.
by: Dewdney, Patricia, et al.
Published: (1997)

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

Higher-Order Factor Analysis as a Score Validity Evaluation Tool: An Example with a Measure of Perceptions of Library Service Quality.
by: Cook, Colleen, et al.
Published: (2000)

Access and Performance Measures in Research Libraries.
by: Shapiro, Beth J.
Published: (1991)

Materials Availability in Small Libraries: A Survey Handbook. Occasional Paper Number 149.
by: Wiemers, Eugene, Jr.
Published: (1981)

User Surveys in College Libraries. Clip Note #23.
by: Adams, Mignon S., Comp., et al.
Published: (1995)