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The Accuracy of Reference Service: Variables for Research and Implementation.
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The Accuracy of Reference Service: Variables for Research and Implementation. (1988)The Accuracy of Reference Service: Variab…Voices from the other side: User reports of New Zealand library reference encounters. (2007)Voices from the other side: U…Integrating the imposed query into the evaluation of reference service: A dichotomous analysis of user ratings (2002)Integrating the imposed query…Evaluating documents reference service and the implications for improvement (1996)Evaluating documents referenc…Changing the concept and measure of service quality in academic libraries (1996)Changing the concept and meas…Reference Service and Bounded Rationality: Helping Students with Research (Research Note) (1994)Reference Service and Bounded…Focusing on quality reference service (1994)Focusing on quality reference…Reference Evaluation: (1992)Reference Evaluation:A Service Quality Model and its Marketing Implications (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Refinement and reassessment of the SERVQUAL scale. (1991)Measuring service quality: current thinking and future requirements (1999)Measuring service quality at yale university’s libraries (2000)Reliability and validity of servqual scores used to evaluate perceptions of library service quality (2000)Improving Reference Performance: Results of a Statewide Survey. (1985)Development and Testing of a Reference Transaction Assessment Instrument (1987)The Measurement and Evaluation of Reference Service (1990)Reshaping Academic Library Reference Service: A Review of Issues, Trends, and Possibilities (1994)Government Documents Reference Service in Canada (2000)Some Behavioral Patterns of Library Users: The 80/20 Rule. (1969)Unobtrusive Testing and Library Reference Services (1987)“My mother can't quite understand why I decided to go to library school” (2000)Reference Work and the Value of Reading Newspapers An Unobtrusive Study of Telephone Reference Service (2016)The Practice of Social Research (1989)Investigating the social world : the process and practice of research (1998)Practice of Social Research (2000)A Survey of User Perception and Satisfaction with Reference Services in University Libraries of Punjab (2011)Improving Below-Proficient Information Literacy Skills: Designing an Evidence-Based Educational Intervention (2012)Multiple viewpoints increase students' attention to source features in social question and answer forum messages (2015)Social Ties and Word-of-Mouth Referral Behavior (1987)Measuring Service Quality: A Reexamination and Extension (1992)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Adapting service quality concepts to academic libraries (1997)International Variations in Measuring Customer Expectations. (2001)Do We Do It Good Well? A Bibliographic Essay on the Evaluation of Reference Effectiveness (2007)Neutral Questioning: A New Approach to the Reference Interview. (1986)Information Literacy Competency Standards for Higher Education (2000)Question-Negotiation and Information Seeking in Libraries (2015)Rational Decision-Making in Business Organizations (1979)Unobtrusive Studies and the Quality of Academic Library Reference Services (1989)Incorporating Decision-Making Concepts into LIS Education (2011)
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  • 1996Changing the concept and measure of service quality in academic libraries263 cited
  • 2002Integrating the imposed query into the evaluation of reference service: A dichotomous analysis of user ratings22 cited
  • 1994Focusing on quality reference service15 cited
  • 1992Reference Evaluation:10 cited
  • 1996Evaluating documents reference service and the implications for improvement8 cited
  • 1994Reference Service and Bounded Rationality: Helping Students with Research (Research Note)8 cited
  • 2007Voices from the other side: User reports of New Zealand library reference encounters.1 cited

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