The DOI matches its Crossref record; 30 of the 32 references it cites were found in a registry or an index.
Measuring the quality, value and impact of academic libraries: the role of external standards
Abstract
Purpose The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders. Design/methodology/approach Two UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1‐2 of a three phase research project are outlined. Findings Despite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive. Originality/value This paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.
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“For example, the Customer Service Excellence (CSE) standard introduced by the UK Government in 2008 is a local but generalist framework for quality that has been implemented in libraries (Atkinson & Walton, 2017;Broady-Preston & Lobo, 2011).”
From Assessing ‘Goodness’: A Review of Quality Frameworks for Australian Academic Libraries (2017) · cites this paper as Broady-Preston & Lobo, 2011
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Performance-based evaluation of academic libraries in the big data era
Islam, A. Y. M. A., Ahmad, K., Rafi, M., & JianMing, Z. (2020) · Journal of Information Science · doi:10.1177/0165551520918516 · Cited by 41
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Self-citationModeling the development of the online conference’s services
Σακάς, Δ. Π., Vlachos, D. S., & Nasiopoulos, D. Κ. (2016) · Library Review · doi:10.1108/lr-06-2015-0063 · Cited by 27
Metadata
- Authors
- Broady‐Preston, J., & Lobo, A.
- Affiliations
- Aberystwyth University (GB)
- Aston University (GB)
- Venue
- Performance Measurement and Metrics
- Publisher
- Emerald
- Published
- 2011-07-05
- Volume
- 12
- Issue
- 2
- Pages
- 122-135
- ISSN
- 1467-8047 (ISSN-L)
- OpenAlex
- W1973421789
- Cited by
- 53
- References
- 32
- Citations by year
- 2026: 1 · 2025: 1 · 2024: 1 · 2023: 2 · 2022: 1 · 2021: 2 · 2020: 5 · 2018: 2 · 2017: 7 · 2016: 10 · 2015: 5 · 2014: 4 · 2013: 7 · 2012: 5
- FWCI
- 14.73
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Performance Measurement and Metrics (publishedVersion)
- Aston Publications Explorer (Aston University) (acceptedVersion)
- Topics
- Social Sciences › Library and Information Sciences › Library Science and Information
- Social Sciences › Library and Information Sciences › Library Science and Information Literacy
- Social Sciences › Library and Information Sciences › Web and Library Services
- Keywords
- academic libraries, library service quality, value for money, library impact, customer service excellence, library management, stakeholder engagement, economic recession, library services evaluation
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