The diagnostic instrument SERVQUAL has been developed to measure customer expectations and perceptions of service. This article describes a study that investigated how applicable SERVQUAL is to academic libraries and how influential the study's findings might be in changing concepts of the management of academic library services. Two SERVQUAL…

Reports survey results of user education objectives and practices in New Zealand academic libraries, and makes comparisons to a Canadian study. The New Zealand research explored librarians' attitudes about the relationship between user education and information literacy. Five tables include resources, methods, mean-importance rank, preferred…

A periodical database was searched to investigate the occurrence of favorable and unfavorable book reviews to determine the role of reviews in library selection. Compares book reviews with other types of reviews, examines relationships between review evaluations and other review characteristics, and compares the number of favorable and unfavorable…