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ERIC Number: EJ861326
Record Type: Journal
Publication Date: 2009-Oct
Pages: 12
Abstractor: As Provided
Reference Count: 0
ISSN: ISSN-1531-2542
Comparing Service Priorities between Staff and Users in Association of Research Libraries (ARL) Member Libraries
Jaggars, Damon E.; Jaggars, Shanna Smith; Duffy, Jocelyn S.
portal: Libraries and the Academy, v9 n4 p441-452 Oct 2009
Using the results for participating Association of Research Libraries from the 2006 LibQUAL+[R] library service quality survey, we examine the service priorities of library staff (for example, whether desired scores for each survey item are above or below average) and the extent to which they are aligned with the priorities of undergraduates, graduate students, and faculty. Item priorities were compared among the four groups using hierarchical linear modeling (HLM) to correct for the non-independence of responses within institutions. Results indicate that substantial misalignments between library staff and users exist; library staff set a lower service priority for most LibQUAL+[R] Information Control items and a higher priority on almost all Affect of Service items than did users. (Contains 3 figures and 10 notes.)
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A