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What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting these areas for service improvement.

The LibQUAL+® results from SCONUL Libraries, Utrecht and Leiden Universities were analysed to explore the differences between customers who were very satisfied, and those who were very dissatisfied, with the service. Results from each of the three dimensions of service quality were reviewed separately. The survey results from respondents who had given a high satisfaction mean score to one of the three dimensions were analysed to assess if they had also given high satisfaction mean scores overall. This process was then repeated for those who had given low satisfaction mean scores.

Respondents with high satisfaction mean scores in the Information Control dimension were discovered to have the largest positive scores for the overall average perceived scores, indicating they are the most satisfied customers. When reviewing the surveys with low satisfaction mean scores in the Affect of Service dimension it was discovered that these respondents also had the largest negative scores for the overall average perceived scores, indicating they are the most dissatisfied customers. The findings show that both information resources and customer service affects the overall opinion of the library service for all customer groups.

Good information resources has a positive effect on customers’ opinions of the library just as much as poor service from library staff has a detrimental effect. Any conclusions drawn from these findings should recognise that the research is limited to measuring service quality within the confines of the LibQUAL+® survey methodology. The research has not investigated the reasons for the commonality, nor do these averages say anything about the motivation for each individual respondent to give these scores in the survey.

Statistical analyses confirm that these findings hold for every user group. Therefore, for the library manager seeking to deliver a quality library service it will be important to take both of these factors into account and deliver information not only in a professional, but also in a helpful manner.

Although based on previous research, the extension of the analysis from an institutional level to an international consortia level strengthens the initial research conclusions. The findings, implications, and conclusions are valuable to library managers seeking to improve the customer perceptions of their library service, providing evidence of factors that influence customers’ opinions.

This chapter reviews some of our most recent research as to whether the cognitive performance of reading disabled and poor readers can be separated under dynamic assessment procedures. We describe results related to junior high school students (mean chronological age of 12 years) with reading disabilities, poor readers, and skilled readers. Students were administered intelligence, reading and math tests, and working memory (WM) measures (presented under static and dynamic testing conditions). The results thus far show that: (1) dynamic assessment measures (maintenance scores) contributed unique variance to predicting reading; and (2) poor readers and skilled readers were more likely to change and maintain gains under the dynamic testing conditions than students with reading disabilities. Some discussion was given to developing a valid classification of reading disabilities.

This study applies asymmetric rather than conventional symmetric analysis to advance theory in occupational psychology. The study applies systematic case-based analyses to model complex relations among conditions (i.e., configurations of high and low scores for variables) in terms of set memberships of managers. The study uses Boolean algebra to identify configurations (i.e., recipes) reflecting complex conditions sufficient for the occurrence of outcomes of interest (e.g., high versus low financial job stress, job strain, and job satisfaction). The study applies complexity theory tenets to offer a nuanced perspective concerning the occurrence of contrarian cases – for example, in identifying different cases (e.g., managers) with high membership scores in a variable (e.g., core self-evaluation) who have low job satisfaction scores and when different cases with low membership scores in the same variable have high job satisfaction. In a large-scale empirical study of managers (n = 928) in four (contextual) segments of the farm industry in New Zealand, this study tests the fit and predictive validities of set membership configurations for simple and complex antecedent conditions that indicate high/low core self-evaluations, job stress, and high/low job satisfaction. The findings support the conclusion that complexity theory in combination with configural analysis offers useful insights for explaining nuances in the causes and outcomes to high stress as well as low stress among farm managers. Some findings support and some are contrary to symmetric relationship findings (i.e., highly significant correlations that support main effect hypotheses).

Recognizing Gigerenzer’s (1991) dictum that scientists’ tools are not neutral (tools-in-use influence theory formulation as well as data interpretation), this chapter reports theory and examines data in ways that transcend the dominant logics for variable-based and case-based analyses. The theory and data analysis tests key propositions in complexity theory: (1) no single antecedent condition is a sufficient or necessary indicator of a high score in an outcome condition; (2) a few of many available complex configurations of antecedent conditions are sufficient indicators of high scores in an outcome condition; (3) contrarian cases occur, that is, low scores in a single antecedent condition associates with both high and low scores for an outcome condition for different cases; (4) causal asymmetry occurs, that is, accurate causal models for high scores for an outcome condition are not the mirror opposites of causal models for low scores for the same outcome condition. The study tests and supports these propositions in the context of customer assessments (n = 436) of service facets and service-outcome evaluations for assisted temporary-transformations of self via beauty salon and spa treatments. The findings contribute to advancing a nuanced theory of how customers’ service evaluations relate to their assessments of overall service quality and intentions to use the service. The findings support the need for service managers to be vigilant in fine-tuning service facets and service enactment to achieve the objective of high customer retention.

Purpose – To provide a resource for educators and graduate students that contains information about using formal assessment data to plan literacy instruction and intervention.

Design/methodology/approach – Several aspects of formal assessment are presented, including a definition of formal assessment, types of formal assessment scores, commonly used formal assessments, and recommendations for using formal assessments for individuals and groups. Information about formal assessment is informed both by documented sources and the experiences of the authors.

Findings – The authors provide an overview of common, commercially available assessments designed to measure literacy achievement in either individuals or groups. Reviews of formal assessments include scores, number of forms, literacy domains measured, and published reliability figures. Recommendations for formal assessment use include using assessment data to plan instruction and intervention for both individuals and groups. In addition, a case study is presented demonstrating the efficacy of using formal assessment data to plan instruction and intervention in a K-6 elementary school in the United States.

Research limitations/implications – The review of commercially available individual and group literacy assessments does not constitute an exhaustive list.

Practical implications – Information about formal assessments, assessment score types, and formal assessment uses is consolidated in one location for easy access by graduate students and other educators.

Originality/value – This chapter provides graduate students and others in the field of education an overview of formal assessments and how formal assessment data can be used to make instructional decisions for both individuals and groups.

The payoff to schooling among the foreign born in the United States is only around one-half of the payoff for the native born. This paper examines whether this differential is related to the quality of the schooling immigrants acquired abroad. The paper uses the overeducation/required education/undereducation specification of the earnings equation to explore the transmission mechanism for the origin-country school-quality effects. It also assesses the empirical merits of two alternative measures of the quality of schooling undertaken abroad. The results suggest that a higher quality of schooling acquired abroad is associated with a higher payoff to schooling among immigrants in the US labor market. This higher payoff is associated with a higher payoff to correctly matched schooling in the United States, and a greater (in absolute value) penalty associated with years of undereducation. A set of predictions is presented to assess the relative importance of these channels, and the undereducation channel is shown to be the more influential factor. This channel is linked to greater positive selection in migration among those from countries with better quality schools. In other words, it is the impact of origin-country school quality on the immigrant selection process, rather than the quality of immigrants' schooling per se, that is the major driver of the lower payoff to schooling among immigrants in the United States.

This chapter shows how to construct and test case-based macro models. The chapter makes use of national data to examine influences on quality-of-life of national cultures as complex wholes and entrepreneurship activities in Brazil, Russia, India, China, Germany, and the United States (the six focal nations) plus Denmark (a small-size, economically developed, nation). The study tests McClelland’s (1961) and more recent scholars’ proposition that some cultural configurations nurture entrepreneur startups, while other cultures are biased toward thwarting startups. The study applies complexity theory to develop and empirically test a general theory of cultures’, entrepreneurship’s, and innovation’s impact on quality-of-life across nations. Because culture represents a complex whole of attitudes, beliefs, values, and behavior, the study applies a set-theoretic approach to theory development and testing of alternative cultural configurations. Each of 28 economical developed and developing nations is scored for the level of the national cultures for each of six focal countries. The study selected for the study enables multi-way comparisons of culture-entrepreneurship-innovation-QOL among large- and small-sized developing and developed nations. The findings graphically present the complex national cultural configuration (x-axis) with entrepreneur nurture/thwart (y-axis) of the 28 nations compared to the six focal nations. The findings also include recognizing national cultures (e.g., Switzerland, the United States) nurturing entrepreneurial behavior versus other national cultures (e.g., Brazil and India) thwarting entrepreneurial behavior. The study concludes with a call to recognize the implicit shift in culturally implicit thinking and behavior necessary for advancing national platforms designed to successfully nurture entrepreneurship. Entrepreneur strategy implications include the observation that actions nurturing firm start-ups by nations low in entrepreneurship will unlikely to be successful without reducing such nations’ high levels of corruption.

This chapter summarizes the quantitative literature on whether intervention outcomes for students with learning disabilities (LD) are influenced by variations in IQ and reading level. The analysis clearly shows that a significant intelligence×reading level interaction emerges in treatment outcomes. Across a broad array of interventions it was found that studies which include samples with reading and IQ scores in the 16th and 25th percentile range (standard scores between 84 and 91) yield significantly higher effect sizes than studies that include samples in same low reading range but with higher IQ scores. An analysis of subsets of this data yield similar findings. Implications for definitions of learning disabilities that include measures of intelligence are discussed.

This study aims to examine the effect of environmental, social and corporate governance (ESG) scores on stock markets for the period from February 2018 to December 2022 for G7 countries. Even though ESG is an established area of investigation, prior research has paid inadequate attention to the nexus of ESG scores and stock markets in G7 (Germany, USA, UK, Italy, France, Japan and Canada) countries.

This study covers G7 countries and uses a data set, which includes ESG scores and stock market returns from reporting channels including financial websites, and international indexes, between February 2018 and December 2022. Cross-section dependency and homogeneity tests were used with Konya (2006) panel causality test to investigate the relations of ESG scores and stock markets, and the research also conducted a separate analysis for each sub-dimension. Homogeneity/heterogeneity tests were also carried out in the research.

The findings suggest that causality from ESG scores to stock market (DAX) was determined only for Germany. Accordingly, it is understood that German companies have started to implement corporate social responsibility and ESG practices in their management strategies and reporting. These findings offer important implications for those who are considering investing in G7 countries, whether or not to consider ESG scores.

In this context, the research contributes to the existing literature on the relationships between ESG scores and stock markets, which are seen as a vital tool to meet the expectations of stakeholders.