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Measuring Quality in Special Libraries: Lessons from Service Marketing.
Peer reviewed Peer reviewed
White, 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
A User-Oriented Approach to Setting Priorities for Library Services.
Peer reviewed Peer reviewed
Robertson, W. Davenport – Special Libraries, 1980
Describes a user-oriented model for setting priorities for services in a medium-size scientific/technical research library. A survey of the research staffs of three organizations regarding their conception of library priorities is compared with the budgets and opinions of the three library directors. The questionnaire used is included. (Author/JD)
Descriptors: Comparative Analysis, Library Services, Library Surveys, Models
A Model Automated Resource File for an Information and Referral Center.
Peer reviewed Peer reviewed
Mershon, Loretta K. – Special Libraries, 1980
Discusses and describes a model of an automated "catalog" of community service agencies that was created for a library information center. Topics covered include standards, bibliographic data processing systems, cataloging considerations, UWASIS (United Way of America's subject access system), and reference tools. Examples from the…
Descriptors: Cataloging, Community Information Services, Data Processing, Indexes