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Electronic reference services: a quality and satisfaction evaluation
16 references·1 citing·51 second hop
Electronic reference services: a quality and satisfaction evaluation (2019)Electronic reference services: a quality …How Canadian librarians practice and assess individualized research consultations in academic libraries (2017)How Canadian librarians pract…Engaging with Our Communities: Future Trends and Opportunities for Reference Services (2017)Engaging with Our Communities…Evaluation of Reference Services in Academic Libraries: a Comparative Analysis of Three Universities in Nigeria (2015)Evaluation of Reference Servi…The Reality of Reference: Responsibilities and Competencies for Current Reference Librarians (2012)The Reality of Reference: Res…Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services (2012)Finding and Addressing the Ga…A Study of the Information Search Behaviour of the Millennial Generation. 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Professional service quality perceptions and customer satisfaction (2008)Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience (2023)Question-Negotiation and Information Seeking in Libraries (1968)Seeking Meaning: A Process Approach to Library and Information Services (1994)Information literacy proficiency: Assessing the gap in high school students' readiness for undergraduate academic work (2013)Question-Negotiation and Information Seeking in Libraries (2015)Why are Generation Y consumers the most likely to complain and repurchase? (2017)Three Perspectives on Information Literacy in Academia: Talking to Librarians, Faculty, and Students (2018)The Discovery of Grounded Theory; Strategies for Qualitative Research (1968)The Information Commons: The Academic Library Of The Future (2003)The dark side of information: overload, anxiety and other paradoxes and pathologies (2008)Fully engaged practice and emotional connection: Aspects of the practitioner perspective of reference and information service (2013)The Value of Chat Reference Services: A Pilot Study (2016)Librarians' assistance to students in the information seeking process: Perspectives of higher education teachers and librarians (2022)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 2009The use of partial least squares path modeling in international marketing2,533 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 2003Improving library users’ perceived quality, satisfaction and loyalty: an integrated measurement and management system187 cited
  • 2006A comparison of Magal's service quality instrument with SERVPERF119 cited
  • 2012A Study of the Information Search Behaviour of the Millennial Generation.85 cited
  • 2006Images of the Contemporary Woman in Advertising in China44 cited
  • 2011A Model of the Reference and Information Service Process23 cited
  • 2011A Survey of User Perception and Satisfaction with Reference Services in University Libraries of Punjab21 cited
  • 2017Engaging with Our Communities: Future Trends and Opportunities for Reference Services17 cited
  • 2012The Reality of Reference: Responsibilities and Competencies for Current Reference Librarians15 cited
  • 2017How Canadian librarians practice and assess individualized research consultations in academic libraries

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10 cited
  • 2012Finding and Addressing the Gaps: Two Evaluations of Archival Reference Services4 cited
  • 2015Evaluation of Reference Services in Academic Libraries: a Comparative Analysis of Three Universities in Nigeria3 cited
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    • 2023A systematic review of library service quality studies: Models, dimensions, research populations and methods18 cited