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Cited by 51Library Science and Information LiteracyLibrary Science and InformationWeb and Library Services

The DOI matches its Crossref record; 21 of the 21 references it cites were found in a registry or an index.

A Theory-guided Approach to Library Services Assessment

Open access
Shi, Xi, Levy, Sarah·2005·College & Research Libraries
DOI 10.5860/crl.66.3.266
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Abstract

This article examines the theoretical models applied to date in library assessment activities. A brief review of the history of library assessment practices and the evolution of their respective approaches is presented. A discussion of the theoretical concepts applied to these assessment activities in library and information science (LIS) as introduced from other fields, such as marketing and management information systems (MIS), follows. The conceptual issues and practical concerns in library assessment are then discussed. Focus is placed on the review of research concepts of service quality, customer/user satisfaction, and their applications in library assessment activities.

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Show all 21 references

Research works printed but not linked: 9

  1. Xi Shi, "An examination of user satisfaction formation process" (Ph.D. dissertation, Stevens Institute of Technology, Hoboken, N.J., 2000).
  2. Richard L. Oliver and L. Gerald, "Effect of Satisfaction and Its Antecedents on Customer Preference and Intention," Advances in Consumer Research 8 (1981): 88-93;
  3. R. L. Oliver, "Cognitive, Affective and A ribute Bases of the Satisfaction Response," Journal of Consumer Research 20 (Dec. 1993): 418-30.
  4. Richard A. Spreng, Sco B. Mackenzie, and Richard W. Olshavsky, "A Reexamination of the Determinants of Customer Satisfaction," Journal of Marketing 60 (1996): 15-33.
  5. G. A. Churchill and C. Surprenant , "An Investigation into the Determinants of Consumer Satisfaction," Journal of Marketing Research 19 (1982): 491-504;
  6. Parasuraman, Berry, and Zeithaml, "A Conceptual Model of Service Quality and Its Impli- cations for Future Research"; ---, "SERVQUAL"; ---, "Refinement and Reassessment of the SERVQUAL Scale"; J. Joseph Cronin Jr. and Steven A. Taylor, "SERPERF versus SERVQUAL: Reconciling Performance-based and Perceptions-minus-expectations Measurement of Service Quality," Journal of Marketing 58 (1994): 125-31;
  7. Parasuraman, Berry, and Zeithaml, "Refinement and Reassessment of the SERVQUAL Scale." 26. Colleen Cook, Vicki Coleman, and Fred Heath, "SERVQUAL: A Client-based Approach to Developing Performance Indicators," 3 rd Northumbria International Conference on Performance Measurement in Libraries and Information Services, 27-31 August 1999);
  8. L. F. Pi , R. T. Watson, and C. Kavan, "Service Quality: A Measure of Information Systems Effectiveness," IS Quarterly 19 (1995): 173-87;
  9. Xi Shi, Patricia J. Holahan and M. Peter Jurkat, "Satisfaction formation processess in library users: understanding multisource effects," Journal of Academic Librarianship 30 (2004).

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Metadata

Authors
Shi, X., & Levy, S.
Affiliations
Rockland Community College (US)
ORCID
Shi, Xi
Venue
College & Research Libraries
Publisher
American Library Association
Published
2005-05-01
Volume
66
Issue
3
Pages
266-277
ISSN
  • 0010-0870 (ISSN-L)
  • 2150-6701
DOI
10.5860/crl.66.3.266
OpenAlex
W2097894953
Cited by
51
References
21
Citations by year
2023: 2 · 2021: 3 · 2020: 1 · 2019: 1 · 2017: 2 · 2016: 4 · 2015: 4 · 2014: 4 · 2013: 5 · 2012: 4
FWCI
18.41
Type
journal article
Language
en
Open access
Licence
cc-by-nc
Locations
College & Research Libraries (publishedVersion, cc-by-nc)
Topics
  • Social Sciences › Library and Information Sciences › Library Science and Information Literacy
  • Social Sciences › Library and Information Sciences › Library Science and Information
  • Social Sciences › Library and Information Sciences › Web and Library Services
Keywords
library services evaluation, service quality, user satisfaction, customer satisfaction, theoretical model, marketing concept, management information systems, library evaluation

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