References and Links

The References for EDMS have been identified as exceptionally useful by the EDMS project team. The References area contains a complete reference list for the modules and the Links area has hyperlinked resources. Please select a references format from the list below:

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Service Quality References

Assessing Quality in Digital Reference. Retrieved 11 October 2007 from http://quartz.syr.edu/quality/
Bertot, J. C. (2004). Libraries and networked information services: Issues and considerations in measurement Performance Measurement and Metrics. The International Journal for Library and Information Services, 5, 11-19.
Bertot, J. C. (2003). Libraries and networked information services: Issues and considerations. Library Trends 52(2), 209-227
Bertot, J.C. (2001). Measuring service quality in the networked environment: Approaches and considerations. Library Trends, 49(4), 758-75.
Bertot, J. C., & Davis, D. M. (2004). Planning and evaluating library networked services and resources. Westport, CT: Libraries Unlimited.
Bertot, J. C., McClure, C. R., & J. Ryan. (2001). Statistics and Performance Measures for Public Library Networked Services. Chicago, London: American Library Association.
Bertot, J. C. & Snead, J. T. (2004). Social measurement in libraries. In K. Kempf-Leonard, (Ed.). Encyclopedia of Social Measurement. San Diego, CA: Academic Press.
Cook, C., Heath, F., & Thompson, B. (2000). LIBQUAL+: One instrument in the new measures toolbox. American Research Libraries, 212, 4-7.
Cook, C. & Thompson, B. (2000). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. The Journal of Academic Librarianship, 26(4), 248-58.
Gross, M., C. R. McClure, & Lankes, R. D. (2002). Assessing Quality in Digital Reference Services: An Overview of the Key Literature on Digital Reference. In Implementing Digital Reference Services: Setting Standards and Making it Real. R.D. Lankes, C.R. McClure, M. Gross, & J. Pomerantz (Eds.). New York: Neal Shuman.
Hernon, P. & Altman, E. (1998). Assessing service quality: Satisfying the expectations of customers. Chicago: ALA Editions.
Janes, J. (2002). Digital reference: Reference librarians' experiences and attitudes. Journal of the American Society for Information Science and Technology, 53(7), 549-566.
Kryillidou, M. (2002). From input to output measures to quality and outcome measures, or, from the user in the life of the library to the library in the life of the user. The Journal of Academic Librarianship, 28(1/2): 42-46.
Lakos, A. (1999). The missing ingredient – culture of assessment in libraries. Performance Measurement and Metrics. 1(1), 3-7.
Lankes, R. D., McClure, C. R. & Gross, M, & Jeffrey Pomerantz (Eds.), (2002). Implementing Digital Reference Services: Setting Standards and Making it Real. New York: Neal Shuman.
Mathews, J. (2004). Measuring for results: The dimensions of public library effectiveness. Westport, CT: Libraries Unlimited.
McClure, C. R & Bertot, J. C. (2001). Evaluating networked information services: techniques, policies and issues. Medford: N.J.: Information Today.
McClure, C. R., Lankes, D., Gross, M., & B. Choltco-Devlin. (2002). Statistics measures and quality standards for assessing digital reference library services: Guidelines and procedures. Retrieved 11 October 2007 from http://quartz.syr.edu/quality/
Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1988). Servqual: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64, 12–40.
Phipps, S. (2001). Beyond measuring service quality: Learning from the voices of the customers, the staff, the processes, and the organization. Library Trends, 49(4), 635-61.
Pierce, J. B. (2002). Digital discomfort? 'Get over it,' says McClure. American Libraries 33(5), 45.
Sahu, A. (2006). Perceptions of service quality in an academic library: a case study. Journal of Services Research, 6(1).
Shin, W., McClure, C. R., Bertot, J. C., Dagli, A. & E. Leahy. (2001). Measure and Statistics for Research Library Networked Services: Procedures and Issues ARL E-Metrics Phase II Report. Retrieved 11 October 2007 from http://www.arl.org/resources/pubs/br/br219/br219emetrics.shtml
White, M. (2001). Digital reference services: framework for analysis and evaluation. Library and Information Science Research, 23(3), 211-232.
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York: The Free Press.