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O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia
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O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia (2012)O uso da técnica cliente oculto como ferr…Ten Years of LibQual: A Study of Qualitative and Quantitative Survey Results at the University of Mississippi 2001–2010 (2011)Ten Years of LibQual: A Study…LibQUAL+TM in Iran: a subgroup analysis by gender (2008)LibQUAL+TM in Iran: a subgrou…Government Documents Reference Service in Canada (2000)Government Documents Referenc…The role of mystery shopping in the measurement of service performance (1998)The role of mystery shopping …Listening to the Customer -The Concept of a Service-Quality Information System (1997)Listening to the Customer -Th…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Basics of Qualitative Research: Grounded Theory Procedures and Techniques (1993)Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study. (2001)An Investigation of Affect of Service Using a LibQUAL+™ Survey and an Experimental Study (2012)LibQUAL in Ireland: Performance Assessment and Service Improvement in Irish University Libraries (2013)The dimensions of library service quality: A confirmatory factor analysis of the LibQUAL+ instrument (2014)Delivering quality service: balancing customer perceptions and expectations (1990)Refinement and reassessment of the SERVQUAL scale. (1991)Information technology and gender gap: toward a global view (2010)Understanding the Expectations of Pakistani Libraries Users: A LibQUAL Study (2012)Development and validation of a modified LibQUAL scale in health sciences libraries: application of Structural Equation Modeling (2023)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Quality counts in services, too (1985)The service-quality puzzle (1988)A critical evaluation of peer review via teaching observation within higher education (2005)Mystery shopping: A tool to develop insight into customer service provision (2005)Evaluating Teaching Quality (2006)Introduction to reference work (1969)Reference Success: Does the 55 Percent Rule Tell the Whole Story?. (1989)“My mother can't quite understand why I decided to go to library school” (2000)Accurate Answers to Reference Queries May Be Provided Less Frequently Than Expected (2010)Assessing service quality : satisfying the expectations of library customers (2010)Measuring service quality: current thinking and future requirements (1999)A Tale of Two Countries’ Conservatism, Service Quality, and Feedback on Customer Satisfaction (2004)Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality1 (2005)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1997Listening to the Customer -The Concept of a Service-Quality Information System270 cited
  • 1998The role of mystery shopping in the measurement of service performance132 cited
  • 2011Ten Years of LibQual: A Study of Qualitative and Quantitative Survey Results at the University of Mississippi 2001–201039 cited
  • 2008LibQUAL+TM in Iran: a subgroup analysis by gender19 cited
  • 2000Government Documents Reference Service in Canada7 cited

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