ERIC Number: EJ552512
Record Type: Journal
Publication Date: 1997
Reference Count: N/A
Measuring Service Quality: From Theory into Practice.
Calvert, Philip J.
Australian Academic & Research Libraries, v28 n3 p198-204 Sep 1997
Academic library managers need a multimethod, objective, valid tool for measuring service quality. Examines three research studies in the measurement of service quality in Australian and New Zealand academic libraries: the Hernon and Altman Study; Hernon and Calvert Study; and the University of Waikato (Hamilton, New Zealand) Survey, a two-stage gap analysis. (PEN)
Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: Australia; New Zealand