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“My mother can't quite understand why I decided to go to library school”
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“My mother can't quite understand why I decided to go to library school” (2000)“My mother can't quite understand why I d…Assessing service quality : satisfying the expectations of library customers (2010)Assessing service quality : s…Government Documents Reference Service in Canada (2000)Government Documents Referenc…Service quality and customer satisfaction: An assessment and future directions (1999)Service quality and customer …Negative closure : Strategies and counter-strategies in the reference transaction (1998)Negative closure : Strategies…Plays Well with Others, or the Importance of Collegiality Within a Reference Unit (1997)Plays Well with Others, or th…Evaluating documents reference service and the implications for improvement (1996)Evaluating documents referenc…Factors That Influence Reference Success: What Makes Questioners Willing to Return? (1995)Factors That Influence Refere…Flying a light aircraft: reference service evaluation from a user's viewpoint. (1994)Flying a light aircraft: refe…Wrong Questions, Wrong Answers: (1992)Wrong Questions, Wrong Answer…Reference Evaluation: (1992)Reference Evaluation:Paraprofessionals at the Reference Desk. (1988)Paraprofessionals at the Refe…Development and Testing of a Reference Transaction Assessment Instrument (1987)Development and Testing of a …Improving Reference Performance: Results of a Statewide Survey. (1985)The Measurement and Evaluation of Reference Service (1990)Reshaping Academic Library Reference Service: A Review of Issues, Trends, and Possibilities (1994)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)The Knowledge, Skill, and Ability Requirements for Teamwork: Implications for Human Resource Management (1994)Differential Superior-Subordinate Relations, Perceptions of Fairness, and Coworker Communication (1995)Organizational Entry (1995)Interpersonal Skills in the Reference Workplace (2004)It Is Not Just About the Schedule: Key Factors in Effective Reference Desk Scheduling and Management (2008)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)Delivering quality service: balancing customer perceptions and expectations (1990)International Variations in Measuring Customer Expectations. (2001)The causal relationship between service quality, corporate image and adults' learning satisfaction and loyalty: A study of professional training programmes in a Taiwanese vocational institute (2009)How do international tourists perceive hotel quality? (2014)Reference Success: Does the 55 Percent Rule Tell the Whole Story?. (1989)Perspectives on User Satisfaction Surveys (2001)If I ask, will they answer? : Evaluating public library reference service to gay and lesbian youth (2005)Reference service to international students: A field stimulation research study (2005)The Reference Interview: Why It Needs to Be Used in Every (Well, Almost Every) Reference Transaction (2003)Understanding Information-Seeking: The Public Library Context (2006)Studying the relationship between causes and effects of poor communication in construction projects using PLS-SEM approach (2021)Attribution theory and academic library performance evaluation (1999)IDENTIFYING WHAT SERVICES NEED TO BE IMPROVED BY MEASURING THE LIBRARY’S PERFORMANCE (2007)A Brief History of Reference Assessment: No Easy Solutions (2009)Service Quality: A Concept Not Fully Explored (2001)International and Local Student Satisfaction: Resources and Capabilities Perspective (2004)Modeling Web-based library service quality (2012)A Longitudinal Study of Undergraduates’ Academic Library Experiences (2001)Determining How Libraries and Librarians Help. (2003)The effects of personalization on user continuance in social networking sites (2014)Library Technician Programs: Skills-Oriented Paraprofessional Education (1998)Gathering and Using Patron and Librarian Perceptions of Question-Answering Success (1999)Who Let the Librarians Out? (2011)
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References

  • 2010Assessing service quality : satisfying the expectations of library customers162 cited
  • 1999Service quality and customer satisfaction: An assessment and future directions130 cited
  • 1994Flying a light aircraft: reference service evaluation from a user's viewpoint.86 cited
  • 1995Factors That Influence Reference Success: What Makes Questioners Willing to Return?80 cited
  • 1987Development and Testing of a Reference Transaction Assessment Instrument54 cited
  • 1998Negative closure : Strategies and counter-strategies in the reference transaction40 cited
  • 1988Paraprofessionals at the Reference Desk.23 cited
  • 1992Wrong Questions, Wrong Answers:17 cited
  • 1997Plays Well with Others, or the Importance of Collegiality Within a Reference Unit12 cited
  • 1992Reference Evaluation:10 cited
  • 1996Evaluating documents reference service and the implications for improvement8 cited
  • 2000Government Documents Reference Service in Canada7 cited

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