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Peer reviewedWhite, Marilyn Domas; Abels, Eileen G. – Special Libraries, 1995
Surveys the service marketing literature for models and data-gathering instruments measuring service quality, particularly the instruments SERVQUAL and SERVPERF, and assesses their applicability to special libraries and information centers. Topics include service characteristics and definitions of service; performance-minus-expectations and…
Descriptors: Data Collection, Evaluation Methods, Library Services, Marketing
Peer reviewedStrain, Paula M. – Special Libraries, 1982
Discusses the collection by library managers of demand and use data from their own libraries on a regular basis as a means of answering management questions pertaining to the "cost" of information, staff productivity, and levels of service. Examples of statistical records and recommendations for collecting data are presented. (Author/JL)
Descriptors: Costs, Data Collection, Library Administration, Library Personnel
