MEASURING SERVICE QUALITY IN SPECIAL-LIBRARIES - LESSONS FROM SERVICEMARKETING

Authors
WHITE MD ABELS EG
Citation
Md. White et Eg. Abels, MEASURING SERVICE QUALITY IN SPECIAL-LIBRARIES - LESSONS FROM SERVICEMARKETING, Special libraries, 86(1), 1995, pp. 36-45
Citations number
42
Categorie Soggetti
Information Science & Library Science
Journal title
Special libraries → ACNP
ISSN journal
00386723
Volume
86
Issue
1
Year of publication
1995
Pages
36 - 45
Database
ISI
SICI code
0038-6723(1995)86:1<36:MSQIS->2.0.ZU;2-5
Abstract
As part of a project to develop an instrument for measuring service qu ality in special libraries, this article reviews the service marketing literature for models and data-gathering instruments measuring servic e quality, emphasizing the instruments SERVQUAL and SERVPERF. SERVQUAL , developed in 1988, measures service quality on the basis of expectat ions and performance; SERVPERF, a modification of SERVQUAL devised in 1992, is based on performance alone. This article assesses their appli cability to special libraries and information centers.