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Focusing on quality reference service
12 references·7 citing·45 second hop
Focusing on quality reference service (1994)Focusing on quality reference serviceServicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective (1991)Effects of Word-of-Mouth and …Unobtrusive Studies and the Quality of Academic Library Reference Services (1989)Unobtrusive Studies and the Q…Reference Success: Does the 55 Percent Rule Tell the Whole Story?. (1989)Reference Success: Does the 5…The Accuracy of Reference Service: Variables for Research and Implementation. (1988)The Accuracy of Reference Ser…Social Ties and Word-of-Mouth Referral Behavior (1987)Social Ties and Word-of-Mouth…Development and Testing of a Reference Transaction Assessment Instrument (1987)Development and Testing of a …Improving Reference Performance: Results of a Statewide Survey. (1985)Improving Reference Performan…What's Wrong with Reference: Coping with Success and Failure at the Reference Desk. (1984)What's Wrong with Reference: …User Satisfaction with Library Service: A Measure of Public Library Performance? (1983)User Satisfaction with Librar…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…“Commonsense” Academic Reference Service: Neoliberal Discourse in LIS Articles, 1975–2014 (2019)“Commonsense” Academic Refere…From Service Analysis to Staff Development: A Reference Desk Gap Analysis at a Community College (2016)From Service Analysis to Staf…Do We Do It Good Well? A Bibliographic Essay on the Evaluation of Reference Effectiveness (2007)Do We Do It Good Well? A Bibl…International Variations in Measuring Customer Expectations. (2001)International Variations in M…Peer Reflection (1999)Peer ReflectionAdapting service quality concepts to academic libraries (1997)Adapting service quality conc…Using Undergraduate Marketing Students in an Unobtrusive Reference Evaluation. (1996)Using Undergraduate Marketing…Chinese Values and the Search for Culture-Free Dimensions of Culture (1987)Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Cultures and Organizations: Software of the Mind. (1993)Assessing international tourists' perceptions of service quality at Air Mauritius (2007)An epistemological critique of gap theory based library assessment: the case of SERVQUAL (2008)Market Orientation and Service Performance in Libraries: An Unexplored Relationship (2013)Delivering Quality Service (1990)Delivering quality service: balancing customer perceptions and expectations (1990)The Importance of Servicescapes in Leisure Service Settings (1994)Service quality and user satisfaction in academic libraries perspectives from Sri Lankan universities (2015)Quality in library services - A literature review study (2022)Approaches to personality inventory construction: A comparison of merits. (1984)A service quality and success model for the information service industry (2003)Satisfaction Formation Processes in Library Users: Understanding Multisource Effects (2004)A comparison of Magal's service quality instrument with SERVPERF (2006)Question-Negotiation and Information Seeking in Libraries (2015)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Brand Loyalty: Measurement and Management (1978)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Using Online Conversations to Study Word-of-Mouth Communication (2004)Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites (2011)Advances in Consumer Research (2025)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Design and Analysis: A Researcher's Handbook (1975)Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence. (1979)Internet forums as influential sources of consumer information (2001)The impact of electronic word-of-mouth communication: A literature analysis and integrative model (2012)Experimental Design: Procedures for the Behavioral Sciences (2013)Flying a light aircraft: reference service evaluation from a user's viewpoint. (1994)Reference service to international students: A field stimulation research study (2005)The effects of personalization on user continuance in social networking sites (2014)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics (2010)Perspectives on User Satisfaction Surveys (2001)Teens Are from Neptune, Librarians Are from Pluto: An Analysis of Online Reference Transactions (2005)Evaluation of Reference Services—A Review (2007)
this work references cited by second hop

References

  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1987Social Ties and Word-of-Mouth Referral Behavior2,389 cited
  • 1991Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective2,135 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1989Reference Success: Does the 55 Percent Rule Tell the Whole Story?.94 cited
  • 1985Improving Reference Performance: Results of a Statewide Survey.54 cited
  • 1987Development and Testing of a Reference Transaction Assessment Instrument54 cited
  • 1983User Satisfaction with Library Service: A Measure of Public Library Performance?36 cited
  • 1989Unobtrusive Studies and the Quality of Academic Library Reference Services35 cited
  • 1988The Accuracy of Reference Service: Variables for Research and Implementation.26 cited
  • 1984What's Wrong with Reference: Coping with Success and Failure at the Reference Desk.25 cited

Cited by

  • 2001International Variations in Measuring Customer Expectations.75 cited
  • 1997Adapting service quality concepts to academic libraries55 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2007Do We Do It Good Well? A Bibliographic Essay on the Evaluation of Reference Effectiveness10 cited
  • 1996Using Undergraduate Marketing Students in an Unobtrusive Reference Evaluation.9 cited
  • 1999Peer Reflection7 cited
  • 2019“Commonsense” Academic Reference Service: Neoliberal Discourse in LIS Articles, 1975–20142 cited
  • 2016From Service Analysis to Staff Development: A Reference Desk Gap Analysis at a Community College1 cited