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Peer reviewedNitecki, Danuta A.; Hernon, Peter – Journal of Academic Librarianship, 2000
Examines a new approach to measuring service quality--conducted at Yale University's libraries--one that produces findings useful for local planning and decision making. The goal is to probe the service attributes of greatest potential to both actual customers and service providers. The setting for this study was Yale University. (AEF)
Descriptors: Academic Libraries, Evaluation Methods, Higher Education, Improvement
Peer reviewedHernon, Peter – Government Information Quarterly, 1984
Results of this examination of the information needs and gathering behavior of social scientists, especially historians, suggests that existing library and information services may be based on a misunderstanding of their needs. Factors that need to be studied are identified, and research models are suggested. (CLB)
Descriptors: Academic Libraries, Faculty, Government Publications, Higher Education
