Articles from Library Trends (March 22, 2001)

Title	Author	Type	Words
Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries.	HILLER, STEVE		6850
Beyond Measuring Service Quality: Learning from the Voices of the Customers, the Staff, the Processes, and the Organization.	PHIPPS, SHELLEY		11679
Innovative United Kingdom Approaches to Measuring Service Quality.	WINKWORTH, IAN	Statistical Data Included	4564
International Variations in Measuring Customer Expectations.	CALVERT, PHILIP J.		10200
Introduction.	HEATH, FRED M.		3125
Measuring Service Quality in the Networked Environment: Approaches and Considerations.	BERTOT, JOHN CARLO		5432
Performance, Processes and Costs: Managing Service Quality with the Balanced Scorecard.	POLL, ROSWITHA		2904
Perspectives on User Satisfaction Surveys.	CULLEN, ROWENA		10409
Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality.	THOMPSON, BRUCE		7561
Service Quality: A Concept Not Fully Explored.	NITECKI, DANUTA A.		9715
Usage of Academic Libraries: The Role of Service Quality, Resources, and User Characteristics.	ANDALEEB, SYED SAAD		3589
Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.	HEATH, FRED M.		17351