Assessing the impact of a health library service. Best practice guidance

Urquhart, C. & Weightman, A. (2008). Assessing the impact of a health library service. Best Practice Guidance. Based on research originally funded by LKDN, now sponsored by National Library for Health. Aberystwyth: Department of Information Studies, Aberystwyth University. The guidance relates to a project report, Developing a toolkit for assessing the impact of health library services on patient care (also available in CADAIR). A version of this item is available as an online appendix to a paper in Health Information and Libraries Journal entitled: The value and impact of information provided through library services for patient care: developing guidance for best practice (Weightman, A., Urquhart, C. et al) available electronically prepublication Sponsorship: LKDN/NLH

Rural Library Service

This publication is a bulletin prepared by the Bureau of Agricultural Economics and the American Library Association to illuminate the current state of rural library services as well as suggestions for getting these services to other rural communities.

Rural Library Service

This publication is a bulletin prepared by the Bureau of Agricultural Economics and the American Library Association to illuminate the current state of rural library services as well as suggestions for getting these services to other rural communities.

Impact of Product Quality, Service Quality and Contextual Experience on Customer Perceived Value and Future Buying Intentions

Recognizing that high satisfaction leads to high customer loyalty, companies today are aiming for total customer satisfaction. This article explains relative impact of product quality, service quality and contextual experience on customer perceived value and intention to shop in the future. The data has been collected using a questionnaire from 205 customers of a national retailer chain. The relative importance of product quality, service quality and contextual experience on customer perceived value and thus on customer preference and future intentions was measured using multiple regression. Also, the contribution of perceived value to preference and thus on future buying intention was also measured. Structural Equation Model (SEM) using Amos 4 was used to find the overall fitness of the model. It was found that product quality, service quality and contextual experience have a major influence on customer perceived value

Dual semiosis analysis model managing customer-focused service innovation

Customers will not continue to pay for a service if it is perceived to be of poor quality, and/or of no value. With a paradigm shift towards business dependence on service orientated IS solutions [1], it is critical that alignment exists between service definition, delivery, and customer expectation, businesses are to ensure customer satisfaction. Services, and micro-service development, offer businesses a flexible structure for solution innovation, however, constant changes in technology, business and societal expectations means an iterative analysis solution is required to i) determine whether provider services adequately meet customer segment needs and expectations, and ii) to help guide business service innovation and development. In this paper, by incorporating multiple models, we propose a series of steps to help identify and prioritise service gaps. Moreover, the authors propose the Dual Semiosis Analysis Model, i.e. a tool that highlights where within the symbiotic customer / provider semiosis process, requirements misinterpretation, and/or service provision deficiencies occur. This paper offers the reader a powerful customer-centric tool, designed to help business managers highlight both what services are critical to customer quality perception, and where future innovation

Business To Business (B2B) Service Processes: An Approach To Customer Complaint Process Evaluation Towards Service Excellence

Trabalho de Dissertação que identifica as decisões estratégicas relacionadas com a estrutura de gestão de serviços, no contexto de tratamento de reclamações. Os temas de recuperação de serviços e gestão de reclamações são discutidos e são listadas as melhores práticas com o objetivo de prover qualidade de serviço excelente. Este trabalho apresenta uma revisão da literatura sobre gestão de serviços e sua estratégia, e sobre valor aos clientes e sua satisfação. Qualidade de Serviço, Recuperação de Serviço e Gestão de Reclamações são revistos, também para contextualizar o processo de tratamento de reclamações de uma empresa do ramo industrial em ambiente de negócios entre empresas (business to business), cujos dados foram utilizados para construção do modelo de simulação de um processo de tratamento de reclamações. Os resultados desta simulação, junto com o suporte de um questionário sobre tratamento de reclamações, proveram pontos de reflexão e recomendações sobre desenho da estrutura de serviços e de seu desempenho, voltados para a satisfação dos clientes.

Paths of Discovery: Comparing the Search effectiveness of EBSCO Discovery Service, Summon, Google Scholar, and Conventional Library Resources

In 2011, researchers at Bucknell University and Illinois Wesleyan University compared the search efficacy of Serial Solutions Summon, EBSCO Discovery Service, Google Scholar and conventional library databases. Using a mixed-methods approach, qualitative and quantitative data was gathered on students’ usage of these tools. Regardless of the search system, students exhibited a marked inability to effectively evaluate sources and a heavy reliance on default search settings. On the quantitative benchmarks measured by this study, the EBSCO Discovery Service tool outperformed the other search systems in almost every category. This article describes these results and makes recommendations for libraries considering these tools.