Performance Measurement and Metrics: Volume 5 Issue 2


The international journal of library assessment, value and impact

Table of contents

Assessing and improving service performancefor maximum impact: insights from a two‐decade‐long research journey

A. Parasuraman

Starting in 1983, and sponsored by the Marketing Science Institute (MSI), the service research journey has consisted of multiple research phases that have covered a variety of…


The dimensions that construct the evaluation of service quality in academic libraries

Haruki Nagata, Yoshinori Satoh, Sarah Gerrard, Päivi Kytömäki

The objective of this study is to identify the dimensions that determine the customers' evaluation of service quality in academic libraries. One university library each in England…


Utilizing points of differentiation to enhance competitiveness and growth: some thoughts for consideration

Rocky J. Dwyer

One of the hallmarks of a leading‐edge organization – be it public or private sector – has been the ability to differentiate itself from third parties by gaining insight into and…


The eVALUEd toolkit: practical evaluation help for academic libraries

Stella Thebridge

This paper outlines the progress of the eVALUEd project and presents the findings of earlier research that has informed its development. This is a major survey of higher education…

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