This article presents data (types of microforms collected, purpose of collection, reviewing media used for microform evaluation, vendors used, degree of service and product satisfaction) developed through a survey of academic libraries with U.S. Government documents depositories. (Author/JAB)

Presents a rationale for the use of outcomes assessment and identifies three competing assessment perspectives that examine quality: looking at users from the perspective of the academic library; looking at libraries from the users' perspectives; and libraries in the life of the institution. Discusses information literacy, and differentiating…

Provides an introduction to sampling, determination of sample size, and selection of the actual sample that would be useful for librarians conducting research and evaluation studies. Highlights include sampling method, sampling error, confidence level, and microcomputer software packages that help determine sample size. (Contains 26 references.)…

Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…

Identifies attributes that directors of the academic libraries in the Association of Research Libraries (ARL) need. Present-day directors must possess a wide variety of attributes and are less likely to remain in the same position for as long as their predecessors did. With the aging population of academic librarians, matching the right individual…

Using the Delphi technique, this paper continues to develop a set of attributes that Association of Research Libraries directors of today and the near future will need to possess. The questions remaining are: How does the list of attributes change in other organizational settings? and Where can each attribute best be acquired? (Author/AEF)

Examines questions related to service quality, satisfaction, and outcomes assessment in academic libraries. Relates the literature of library and information science to each concept, identifies major research methodologies used, and offers suggestions for future research. (Contains 65 references.) (Author/LRW)

Describes a study which linked the misconduct of proposing, performing, and reporting academic research to librarians' perceptions of service quality; explores implications of fraud for library collections and information services; and discusses factors meriting further research. Tables present examples of sources in which those implicated in…

Reports on focus group interviews with Association of Research Libraries (ARL) librarians, which revealed that many academic librarians rely on convenient, easily understood source material for references. Discussion covers accuracy of referencing, knowledge of research methods and statistics, search thoroughness, scholarship, and the relative…

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)

Briefly describes fundamental problems with library reference service based on the findings of 20 separate studies using unobtrusive tests. An emphasis on quality of service, realistic goals, and effective managerial strategies are identified as possible resolutions of these problems. (CLB)

Examines the effectiveness of a framework developed to measure service quality in academic libraries. The research, which was conducted in the seven university libraries of New Zealand during 1996 concluded that the survey questionnaire administered is an effective instrument for testing service quality. (AEF)

Examines characteristics of authorship, editorial decisions, and reviewer assessments for accepted and rejected papers for "College and Research Libraries" based on over a decade of private correspondence and reviewer assessments. Comparisons with the wider literature on publishing in refereed journals are made, and directions for future research…

Reports results of unobtrusive testing of reference service (asking reference questions of library staff who are unaware of being evaluated) in government documents and central reference areas of 26 U.S. libraries. Accuracy of answers, interview and search process duration, referral, and use of catalog and technology are highlighted. (12…

Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…