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An epistemological critique of gap theory based library assessment: the case of SERVQUAL

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1600 cited
1996Changing the concept and measure of service quality in academic libraries263 cited
1996Measuring service quality in the public sector: The potential for SERVQUAL247 cited
2003A service quality and success model for the information service industry238 cited
2000Measuring service quality at yale university’s libraries198 cited
1990An empirical examination of relationships in an extended service quality model

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186 cited

2000Reliability and validity of servqual scores used to evaluate perceptions of library service quality185 cited

1995Measuring service quality in local government: the SERVQUAL approach183 cited

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