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IDENTIFYING WHAT SERVICES NEED TO BE IMPROVED BY MEASURING THE LIBRARY’S PERFORMANCE
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IDENTIFYING WHAT SERVICES NEED TO BE IMPROVED BY MEASURING THE LIBRARY’S PERFORMANCE (2007)IDENTIFYING WHAT SERVICES NEED TO BE IMPR…Performance-only measurement of service quality: a replication and extension (2002)Performance-only measurement …Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study (2001)Users’ Hierarchical Perspecti…Service Quality: A Concept Not Fully Explored (2001)Service Quality: A Concept No…The determinants of perceived service quality and its relationship with satisfaction (2000)The determinants of perceived…Measuring service quality at yale university’s libraries (2000)Measuring service quality at …Assessment of the Three-Column Format SERVQUAL (2000)Assessment of the Three-Colum…Explaining User Satisfaction with Academic Libraries: Strategic Implications (1998)Explaining User Satisfaction …SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Seeking Meaning: A Process Approach to Library and Information Services (1994)Seeking Meaning: A Process Ap…Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price (2009)Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level (2009)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A review of twenty years of SERVQUAL research (2009)CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality (2010)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)SERVQUAL: review, critique, research agenda (1996)Customer satisfaction with services: putting perceived value into the equation (2000)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)Human Information Behavior (2000)Critical Information Literacy: Implications for Instructional Practice (2006)Information Behavior and Information Practice: Reviewing the “Umbrella Concepts” of Information‐Seeking Studies (2007)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1994Seeking Meaning: A Process Approach to Library and Information Services1,536 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 2002Performance-only measurement of service quality: a replication and extension935 cited
  • 2000The determinants of perceived service quality and its relationship with satisfaction783 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
  • 2000Measuring service quality at yale university’s libraries198 cited
  • 2000Assessment of the Three-Column Format SERVQUAL165 cited
  • 2001Service Quality: A Concept Not Fully Explored

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118 cited
  • 1998Explaining User Satisfaction with Academic Libraries: Strategic Implications116 cited
  • 2001Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study98 cited
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