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Cited by

• 2000Measuring service quality at yale university’s libraries198 cited
• 2006Evaluation Research: An Overview115 cited
• 2011Assessing Organizational Effectiveness: The Role of Performance Measures52 cited
• 2008An epistemological critique of gap theory based library assessment: the case of SERVQUAL48 cited
• 1999Changing reference service environment: A review of perspectives from managers, librarians, and users31 cited
• 2011Library Hospitality: Some Preliminary Considerations9 cited
• 2007The Effect of Medical Libraries on Medical Education: evidence from Osun State, Nigeria5 cited
• 2015Quantifying patron time-use of a public library3 cited
• 1999Seeking extramural funds to improve services: is it worth the effort?2 cited
• 1996Quality management: the way to improve Latin American public libraries?2 cited
• 2017Management frameworks and the broader perspective1 cited
• 2012The assessment craze1 cited
• 2017User perceptions of education students with special reference to the quality of service at Walter Sisulu University Library, Butterworth, South Africa.1 cited