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• 1986Diffusion theory: A review and test of a conceptual model in information diffusion94 cited
• 1997Reference Service Evaluation and Meta-Analysis: Findings and Methodological Issues36 cited
• 2007Evaluation of Reference Services—A Review35 cited
• 2015Modelling influential factors on customer loyalty in public libraries: a study of West Iran32 cited
• 2002Successful students: does the library make a difference?22 cited
• 1995Maybe the 55 Percent Rule Doesn't Tell the Whole Story: A User-Satisfaction Survey21 cited
• 1996Measures of library use and user satisfaction with academic library services17 cited
• 1995Face to Face with the ‘Sovereign Consumer’: Service Quality and the Changing Role of Professional Academic Librarians16 cited
• 1994Focusing on quality reference service15 cited
• 2015Reference service evaluation at an African academic library: the user perspective12 cited
• 1996What Do People Need of Libraries, and How Can We Find Out?9 cited
• 2022Patrons’ Satisfaction with Self-Service Public Libraries: A Demographic Study6 cited
• 2006USERS' EMOTIONAL AND MATERIAL SATISFACTION AT THE MICRO/MACRO LEVELS IN AN ACADEMIC LIBRARY6 cited
• 2010Adult user perceptions of library services provided by the Bessie Head Library in Pietermaritzburg, Msunduzi, KwaZulu-Natal.