Performance Measurement and Metrics: Volume 10 Issue 2
Strapline:
The international journal of library assessment, value and impactTable of contents
Bridging the gap between service provision and customer expectations
Susan McKnightThe purpose of this paper is to serve as a reminder to all managers that they must understand their customers, from the customers' perspective, and not make assumptions about…
Measuring academic libraries service quality in fuzzy environment
Yahia Zare Mehrjerdi, Hossein Sayyadi Toranlo, Reza JamaliThe purpose of this paper is to present the perception of service quality. The measurement of service quality has grown significantly in importance over recent years. However…
What do higher education management and administration expect of library benchmarking?: Results of a workshop on BIX – the Library Index for Academic Libraries in Germany
Ulla WimmerThe purpose of this paper is to report on the results of a workshop held to discover the performance measurement requirements deemed to be necessary by the management of higher…
Needs assessment of library instruction at Texas A&M University Libraries using student feedback
Adriana J. GonzalezThe purpose of this case study is to identify gaps in service for library instruction conducted at Texas A&M University Libraries by doing a qualitative needs assessment using…
What is impact assessment and why is it important?
David Streatfield, Sharon MarklessThe purpose of this paper is to offer a definition of impact assessment and to discuss some of the implications of this and other definitions. A particular approach to impact…
Development of strategic performance information at the National Library of Scotland
David HunterThe purpose of this paper is to explore the development of strategic performance indicators at the National Library of Scotland (NLS) over the past two years in response to the…
ISSN:
1467-8047Online date, start – end:
2000Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Frankie Wilson
- Holt Zaugg