Holdings: The evaluation and measurement of library services

The evaluation and measurement of library services:

Matthews outlines and argues for a broader and more robust adoption of evaluation techniques in order to help library managers combine traditional internal measurements with more customer-centric measurements to form a truer picture of a library's value for its stakeholders and patrons.

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Bibliographic Details
Main Author:	Matthews, Joseph R. 1942- (Author)
Format:	Book
Language:	English
Published:	Westport, Conn. [u.a.] Libraries Unlimited 2007
Edition:	1. publ.
Subjects:	Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries > United States > Evaluation Public services (Libraries) > United States > Evaluation Libraries > Evaluation Public services (Libraries) > Evaluation Verbraucherzufriedenheit Bibliothek Evaluation Dienstleistung USA
Online Access:	Inhaltsverzeichnis
Summary:	Matthews outlines and argues for a broader and more robust adoption of evaluation techniques in order to help library managers combine traditional internal measurements with more customer-centric measurements to form a truer picture of a library's value for its stakeholders and patrons.
Item Description:	Includes bibliographical references and indexes Evaluation issues -- Evaluation models -- The right tools for the job -- Qualitative tools -- Quantitative tools -- Analysis of data -- Library users and nonusers -- Evaluation of the physical collection -- Evaluation of electronic resources -- Evaluation of reference services -- Evaluation of technical services -- Evaluation of interlibrary loan -- Evaluation of online systems -- Evaluation of bibliographic/library instruction and information literacy -- Evaluation of customer service -- Evaluating the broader perspective -- Accomplishments : the key to realizing value -- Economic impacts -- Evaluation of social impacts -- Communicating the value of the library
Physical Description:	XX, 372 S. graph. Darst. 26 cm
ISBN:	9781591585329

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Record in the Search Index

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adam_text	Contents Foreword ........................................................................................................................xv Acknowledgments .......................................................................................................xvii Introduction ...................................................................................................................xix Parti Evaluation: Process and Models Chapter 1: Evaluation Issues ...............................................................................................3 Who Decides ....................................................................................................................5 An Evaluation Action Plan ..............................................................................................8 Identifying the Problem ..............................................................................................8 Determining the Scope of the Analysis ......................................................................9 Determining Whether the Answer Already Exists ...................................................10 Determining the Kind of Analysis to Do .................................................................12 Deciding What Data Will Be Needed ......................................................................12 Conducting the Analysis and Preparing a Report ....................................................13 Using the Results for Service Improvement: The Feedback Loop ...........................13 Obstacles to Evaluation ..................................................................................................13 Ethics of Evaluation .......................................................................................................14 Notes ..............................................................................................................................14 Chapter 2: Evaluation Models ..........................................................................................17 Evaluation Models .........................................................................................................18 Limitations .....................................................................................................................26 Process Model ................................................................................................................27 Summary ........................................................................................................................28 Notes ..............................................................................................................................28 Part II Methodology Concerns Chapter 3: The Right Tools for the Job ...........................................................................33 Activity Based Costing ..................................................................................................34 Step 1— Identify Key Activities and Relevant Cost Drivers ....................................35 Step 2— Allocate Staff Time to Activities ...............................................................36 Step 3— Allocate Staff Salaries and Other Costs to Activity Cost Pools .................36 Step A — Determine Cost Per Cost Driver .................................................................37 Statistical Process Control .............................................................................................39 Stepl ........................................................................................................................40 Step 2........................................................................................................................40 Step3 ........................................................................................................................40 Step 4........................................................................................................................40 VII viii Contents Chapter 3: The Right Tools for the Job {Cont.) Other Tools ....................................................................................................................41 The Flow Chart ........................................................................................................41 The Five Whys .........................................................................................................42 Fishbone Diagram ....................................................................................................42 Pareto Chart ..............................................................................................................44 Principles for Process Redesign .....................................................................................45 Additional Tools ............................................................................................................46 Summary ........................................................................................................................46 Notes ..............................................................................................................................46 Chapter 4: Qualitative Tools .............................................................................................47 Examining Documents ...................................................................................................49 Diaries ............................................................................................................................50 Observation ....................................................................................................................50 Interviewing ...................................................................................................................51 Grounded Theory ...........................................................................................................53 Think Aloud/Think After Verbal Protocol .....................................................................53 Ethnographic Methods ...................................................................................................53 Focus Groups .................................................................................................................54 Delphi Method ...............................................................................................................55 Critical Incident Technique ............................................................................................55 Concept Mapping ...........................................................................................................56 Summary ........................................................................................................................57 Notes ..............................................................................................................................58 Chapter 5: Quantitative Tools ...........................................................................................61 Counting .........................................................................................................................61 Measuring ......................................................................................................................62 Surveys ...........................................................................................................................62 Types of Questions ...................................................................................................63 Form of Questions ....................................................................................................64 Question Construction ..............................................................................................67 Distributing the Survey ............................................................................................68 Types of Sampling ...................................................................................................71 Determining Sample Size .........................................................................................72 Survey Nonresponse .................................................................................................73 Caveats .....................................................................................................................73 Conjoint Analysis ...........................................................................................................74 Transaction Log Analysis ..............................................................................................75 Experiments ...................................................................................................................75 Summary ........................................................................................................................76 Notes ..............................................................................................................................77 Chapter 6: Analysis of Data ...............................................................................................79 Descriptive Statistics Techniques ..................................................................................81 Thermometer Chart ..................................................................................................81 Histogram .................................................................................................................82 Contents / ix Frequency Polygon...................................................................................................83 Bar Charts.................................................................................................................84 Line Charts...............................................................................................................85 Pie Charts.................................................................................................................86 Measures of Central Tendency...................................................................................... 87 The Mode .................................................................................................................87 The Median ..............................................................................................................87 The Mean .................................................................................................................88 A Distribution s Shape .............................................................................................89 Measures of Variability ..................................................................................................91 Range .......................................................................................................................91 Percentiles ................................................................................................................91 Standard Deviation ...................................................................................................91 Inferential Statistics .......................................................................................................92 Presentation of Data .......................................................................................................94 The Evaluation Report ...................................................................................................94 Notes ..............................................................................................................................94 Part III Evaluation of Library Services Chapter 7: Library Users and Nonusers ..........................................................................97 Service Definition ..........................................................................................................97 Evaluation Questions .....................................................................................................97 Evaluation Methods .......................................................................................................97 Discussion of Prior Evaluations and Research ...............................................................98 Demographics ..........................................................................................................98 Lifestyles ..................................................................................................................98 Geography ................................................................................................................99 Volume of Use .......................................................................................................100 Benefit Segmentation .............................................................................................101 Users ............................................................................................................................102 The Principle of Least Effort ..................................................................................105 Nonusers ......................................................................................................................106 Summary ......................................................................................................................106 Notes ............................................................................................................................107 Chapter 8: Evaluation of the Physical Collection ..........................................................111 Service Definition ........................................................................................................ Ill Evaluation Questions ...................................................................................................111 Evaluation Methods .....................................................................................................112 Discussion of Prior Evaluations and Research .............................................................112 Qualitative Methods ...............................................................................................112 Quantitative Methods .............................................................................................114 Weeding the Collection ................................................................................................135 Preservation ..................................................................................................................136 χ Contents Chapter 8: Evaluation of the Physical Collection (Cont.) Value ............................................................................................................................136 Collection Development ..............................................................................................137 Total Costs ...................................................................................................................138 Summary ......................................................................................................................138 Notes ............................................................................................................................138 Chapter 9: Evaluation of Electronic Resources .............................................................149 Service Definition ........................................................................................................149 Evaluation Questions ...................................................................................................149 Evaluation Methods .....................................................................................................150 Discussion of Prior Evaluations and Research .............................................................151 Users .......................................................................................................................151 Use .........................................................................................................................152 E-Books ..................................................................................................................156 Accuracy ................................................................................................................157 Impact on Print Journals .........................................................................................157 Impact on the Library .............................................................................................157 Summary ......................................................................................................................158 Future Research ...........................................................................................................159 Notes ............................................................................................................................159 Chapter 10: Evaluation of Reference Services ...............................................................165 Service Definition ........................................................................................................165 Evaluation Questions ...................................................................................................166 Evaluation Methods .....................................................................................................167 Discussion of Prior Evaluations and Research .............................................................167 Libraries as a Source of Information ......................................................................167 Librarian Skills .......................................................................................................168 Descriptive Analysis ..............................................................................................168 Obtrusive Methods .................................................................................................169 Unobtrusive Testing ...............................................................................................171 Observation ............................................................................................................174 Conjoint Analysis ...................................................................................................175 Cost-Benefit Analysis ............................................................................................175 Reference Resources ..............................................................................................175 Summary ......................................................................................................................177 Notes ............................................................................................................................177 Chapter 11: Evaluation of Technical Services ...............................................................183 Service Definition ........................................................................................................183 Evaluation Questions ...................................................................................................183 Evaluation Methods .....................................................................................................184 Discussion of Prior Evaluations and Research .............................................................184 Time .......................................................................................................................184 Costs .......................................................................................................................185 Workflow Analysis ................................................................................................186 Efficiency ...............................................................................................................186 Contents / xi Quality .........................................................................................................................191 Enhanced Records ........................................................................................................192 Summary ......................................................................................................................193 Notes ............................................................................................................................194 Chapter 12: Evaluation of Interlibrary Loan ................................................................199 Service Definition ........................................................................................................199 Evaluation Questions ...................................................................................................199 Evaluation Methods .....................................................................................................199 Discussion of Prior Evaluations and Research .............................................................200 Speed (Turnaround Time) ......................................................................................200 Fill Rate ..................................................................................................................202 Costs .......................................................................................................................204 Access versus Ownership .......................................................................................205 User Surveys ..........................................................................................................207 Requested Items Owned by the Library .................................................................207 Concentration and Scatter in Requested Materials .................................................208 Other Topics ...........................................................................................................208 Summary ......................................................................................................................209 Notes ............................................................................................................................209 Chapter 13: Evaluation of Online Systems ....................................................................213 Service Definition ........................................................................................................213 Evaluation Questions ...................................................................................................214 Evaluation Methods .....................................................................................................214 Discussion of Prior Evaluations and Research .............................................................215 Qualitative Methods ...............................................................................................215 Quantitative Methods .............................................................................................221 Online Catalog .......................................................................................................222 Library Web Site ....................................................................................................223 Summary ......................................................................................................................226 Notes ............................................................................................................................226 Chapter 14: Evaluation of Bibliographic/Library Instruction and Information Literacy ................................................................................................231 Service Definition ........................................................................................................231 Evaluation Questions ...................................................................................................231 Evaluation Methods .....................................................................................................232 Discussion of Prior Evaluations and Research .............................................................232 Opinion Surveys .....................................................................................................232 Knowledge Testing ................................................................................................233 Actual Library Use .................................................................................................236 Student Retention Rates .........................................................................................236 Evaluation of Information Literacy Programs .............................................................237 Opinion Surveys .....................................................................................................239 Skills Testing ..........................................................................................................239 Observed Behavior .................................................................................................240 xii Contents Chapter 14: Evaluation of Bibliographic/Library Instruction and Information Literacy {Cont) Faculty-Librarian Relationships ..................................................................................242 Summary ......................................................................................................................243 Notes ............................................................................................................................243 Chapter 15: Evaluation of Customer Service ................................................................249 Service Definition ........................................................................................................249 Evaluation Questions ...................................................................................................251 Evaluation Methods .....................................................................................................251 Discussion of Prior Evaluations and Research .............................................................251 Service Quality .......................................................................................................251 Satisfaction ...................................................................................................................254 Methods for Determining Satisfaction ...................................................................255 Defining Service Characteristics ............................................................................267 Implementing Quality ..................................................................................................269 Summary ......................................................................................................................269 Notes ............................................................................................................................270 Part IV Evaluation of the Library Chapter 16: Evaluating the Broader Perspective ..........................................................277 Public Library Studies ..................................................................................................279 Academic Library Studies ............................................................................................282 Library Goodness .........................................................................................................284 The 90 Percent Library ................................................................................................285 Summary ......................................................................................................................286 Notes ............................................................................................................................286 Chapter 17: Accomplishments: The Key to Realizing Value .......................................289 Evaluation Methods .....................................................................................................292 Library s Role in Student Learning .............................................................................293 Library s Role in Teaching ..........................................................................................294 Library s Role in Research ..........................................................................................295 School Libraries ...........................................................................................................295 Summary ......................................................................................................................296 Notes ............................................................................................................................296 Chapter 18: Economic Impacts .......................................................................................299 Direct Survey ...............................................................................................................300 Client Value Model ......................................................................................................304 Contingent Valuation ...................................................................................................304 St. Louis Public Library .........................................................................................305 Phoenix Public Library ..........................................................................................305 The British Library .................................................................................................306 Norway ...................................................................................................................306 Specific Library Services .......................................................................................306 Contents / xiii Consumer Surplus ........................................................................................................307 State of Florida.......................................................................................................307 State of South Carolina..........................................................................................308 British Public Libraries..........................................................................................308 A Shortcut Method .......................................................................................................309 Formula Approach .......................................................................................................313 Return on Capital Investment ......................................................................................314 Economic Impact Analysis ..........................................................................................314 Seattle Public Library .............................................................................................314 Carnegie Library of Pittsburgh ...............................................................................314 State of Florida .......................................................................................................315 Data Envelopment Analysis .........................................................................................315 Other Methods .............................................................................................................317 Summary ......................................................................................................................317 Notes ............................................................................................................................319 Chapter 19: Evaluation of Social Impacts ......................................................................323 Qualitative Methods .....................................................................................................324 The Social Audit ....................................................................................................326 Quantitative Methods ...................................................................................................327 Summary ......................................................................................................................328 Notes ............................................................................................................................329 Chapter 20: Communicating the Value of the Library .................................................331 Performance Measures .................................................................................................331 The Balanced Scorecard ...............................................................................................335 A Library Scorecard ...............................................................................................339 Performance Prism .......................................................................................................340 Three Rs of Performance .............................................................................................342 Summary ......................................................................................................................343 Notes ............................................................................................................................344 Appendix A: Raward Library Usability Analysis Tool ...............................................347 Appendix B: LibQUALf Survey Questions ................................................................353 Author/Title Index .......................................................................................................355 Subject Index ...............................................................................................................361
adam_txt	Contents Foreword .xv Acknowledgments .xvii Introduction .xix Parti Evaluation: Process and Models Chapter 1: Evaluation Issues .3 Who Decides .5 An Evaluation Action Plan .8 Identifying the Problem .8 Determining the Scope of the Analysis .9 Determining Whether the Answer Already Exists .10 Determining the Kind of Analysis to Do .12 Deciding What Data Will Be Needed .12 Conducting the Analysis and Preparing a Report .13 Using the Results for Service Improvement: The Feedback Loop .13 Obstacles to Evaluation .13 Ethics of Evaluation .14 Notes .14 Chapter 2: Evaluation Models .17 Evaluation Models .18 Limitations .26 Process Model .27 Summary .28 Notes .28 Part II Methodology Concerns Chapter 3: The Right Tools for the Job .33 Activity Based Costing .34 Step 1— Identify Key Activities and Relevant Cost Drivers .35 Step 2— Allocate Staff Time to Activities .36 Step 3— Allocate Staff Salaries and Other Costs to Activity Cost Pools .36 Step A — Determine Cost Per Cost Driver .37 Statistical Process Control .39 Stepl .40 Step 2.40 Step3 .40 Step 4.40 VII viii \ Contents Chapter 3: The Right Tools for the Job {Cont.) Other Tools .41 The Flow Chart .41 The Five Whys .42 Fishbone Diagram .42 Pareto Chart .44 Principles for Process Redesign .45 Additional Tools .46 Summary .46 Notes .46 Chapter 4: Qualitative Tools .47 Examining Documents .49 Diaries .50 Observation .50 Interviewing .51 Grounded Theory .53 Think Aloud/Think After Verbal Protocol .53 Ethnographic Methods .53 Focus Groups .54 Delphi Method .55 Critical Incident Technique .55 Concept Mapping .56 Summary .57 Notes .58 Chapter 5: Quantitative Tools .61 Counting .61 Measuring .62 Surveys .62 Types of Questions .63 Form of Questions .64 Question Construction .67 Distributing the Survey .68 Types of Sampling .71 Determining Sample Size .72 Survey Nonresponse .73 Caveats .73 Conjoint Analysis .74 Transaction Log Analysis .75 Experiments .75 Summary .76 Notes .77 Chapter 6: Analysis of Data .79 Descriptive Statistics Techniques .81 Thermometer Chart .81 Histogram .82 Contents / ix Frequency Polygon.83 Bar Charts.84 Line Charts.85 Pie Charts.86 Measures of Central Tendency. 87 The Mode .87 The Median .87 The Mean .88 A Distribution's Shape .89 Measures of Variability .91 Range .91 Percentiles .91 Standard Deviation .91 Inferential Statistics .92 Presentation of Data .94 The Evaluation Report .94 Notes .94 Part III Evaluation of Library Services Chapter 7: Library Users and Nonusers .97 Service Definition .97 Evaluation Questions .97 Evaluation Methods .97 Discussion of Prior Evaluations and Research .98 Demographics .98 Lifestyles .98 Geography .99 Volume of Use .100 Benefit Segmentation .101 Users .102 The Principle of Least Effort .105 Nonusers .106 Summary .106 Notes .107 Chapter 8: Evaluation of the Physical Collection .111 Service Definition . Ill Evaluation Questions .111 Evaluation Methods .112 Discussion of Prior Evaluations and Research .112 Qualitative Methods .112 Quantitative Methods .114 Weeding the Collection .135 Preservation .136 χ \ Contents Chapter 8: Evaluation of the Physical Collection (Cont.) Value .136 Collection Development .137 Total Costs .138 Summary .138 Notes .138 Chapter 9: Evaluation of Electronic Resources .149 Service Definition .149 Evaluation Questions .149 Evaluation Methods .150 Discussion of Prior Evaluations and Research .151 Users .151 Use .152 E-Books .156 Accuracy .157 Impact on Print Journals .157 Impact on the Library .157 Summary .158 Future Research .159 Notes .159 Chapter 10: Evaluation of Reference Services .165 Service Definition .165 Evaluation Questions .166 Evaluation Methods .167 Discussion of Prior Evaluations and Research .167 Libraries as a Source of Information .167 Librarian Skills .168 Descriptive Analysis .168 Obtrusive Methods .169 Unobtrusive Testing .171 Observation .174 Conjoint Analysis .175 Cost-Benefit Analysis .175 Reference Resources .175 Summary .177 Notes .177 Chapter 11: Evaluation of Technical Services .183 Service Definition .183 Evaluation Questions .183 Evaluation Methods .184 Discussion of Prior Evaluations and Research .184 Time .184 Costs .185 Workflow Analysis .186 Efficiency .186 Contents / xi Quality .191 Enhanced Records .192 Summary .193 Notes .194 Chapter 12: Evaluation of Interlibrary Loan .199 Service Definition .199 Evaluation Questions .199 Evaluation Methods .199 Discussion of Prior Evaluations and Research .200 Speed (Turnaround Time) .200 Fill Rate .202 Costs .204 Access versus Ownership .205 User Surveys .207 Requested Items Owned by the Library .207 Concentration and Scatter in Requested Materials .208 Other Topics .208 Summary .209 Notes .209 Chapter 13: Evaluation of Online Systems .213 Service Definition .213 Evaluation Questions .214 Evaluation Methods .214 Discussion of Prior Evaluations and Research .215 Qualitative Methods .215 Quantitative Methods .221 Online Catalog .222 Library Web Site .223 Summary .226 Notes .226 Chapter 14: Evaluation of Bibliographic/Library Instruction and Information Literacy .231 Service Definition .231 Evaluation Questions .231 Evaluation Methods .232 Discussion of Prior Evaluations and Research .232 Opinion Surveys .232 Knowledge Testing .233 Actual Library Use .236 Student Retention Rates .236 Evaluation of Information Literacy Programs .237 Opinion Surveys .239 Skills Testing .239 Observed Behavior .240 xii \ Contents Chapter 14: Evaluation of Bibliographic/Library Instruction and Information Literacy {Cont) Faculty-Librarian Relationships .242 Summary .243 Notes .243 Chapter 15: Evaluation of Customer Service .249 Service Definition .249 Evaluation Questions .251 Evaluation Methods .251 Discussion of Prior Evaluations and Research .251 Service Quality .251 Satisfaction .254 Methods for Determining Satisfaction .255 Defining Service Characteristics .267 Implementing Quality .269 Summary .269 Notes .270 Part IV Evaluation of the Library Chapter 16: Evaluating the Broader Perspective .277 Public Library Studies .279 Academic Library Studies .282 Library Goodness .284 The 90 Percent Library .285 Summary .286 Notes .286 Chapter 17: Accomplishments: The Key to Realizing Value .289 Evaluation Methods .292 Library's Role in Student Learning .293 Library's Role in Teaching .294 Library's Role in Research .295 School Libraries .295 Summary .296 Notes .296 Chapter 18: Economic Impacts .299 Direct Survey .300 Client Value Model .304 Contingent Valuation .304 St. Louis Public Library .305 Phoenix Public Library .305 The British Library .306 Norway .306 Specific Library Services .306 Contents / xiii Consumer Surplus .307 State of Florida.307 State of South Carolina.308 British Public Libraries.308 A Shortcut Method .309 Formula Approach .313 Return on Capital Investment .314 Economic Impact Analysis .314 Seattle Public Library .314 Carnegie Library of Pittsburgh .314 State of Florida .315 Data Envelopment Analysis .315 Other Methods .317 Summary .317 Notes .319 Chapter 19: Evaluation of Social Impacts .323 Qualitative Methods .324 The Social Audit .326 Quantitative Methods .327 Summary .328 Notes .329 Chapter 20: Communicating the Value of the Library .331 Performance Measures .331 The Balanced Scorecard .335 A Library Scorecard .339 Performance Prism .340 Three Rs of Performance .342 Summary .343 Notes .344 Appendix A: Raward Library Usability Analysis Tool .347 Appendix B: LibQUALf Survey Questions .353 Author/Title Index .355 Subject Index .361
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geographic	USA USA (DE-588)4078704-7 gnd
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id	DE-604.BV023061565
illustrated	Illustrated
index_date	2024-07-02T19:29:04Z
indexdate	2024-07-09T21:10:05Z
institution	BVB
isbn	9781591585329
language	English
oai_aleph_id	oai:aleph.bib-bvb.de:BVB01-016264806
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owner_facet	DE-12 DE-11 DE-188 DE-525
physical	XX, 372 S. graph. Darst. 26 cm
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publishDateSort	2007
publisher	Libraries Unlimited
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spelling	Matthews, Joseph R. 1942- Verfasser (DE-588)1070664731 aut The evaluation and measurement of library services Joseph R. Matthews 1. publ. Westport, Conn. [u.a.] Libraries Unlimited 2007 XX, 372 S. graph. Darst. 26 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and indexes Evaluation issues -- Evaluation models -- The right tools for the job -- Qualitative tools -- Quantitative tools -- Analysis of data -- Library users and nonusers -- Evaluation of the physical collection -- Evaluation of electronic resources -- Evaluation of reference services -- Evaluation of technical services -- Evaluation of interlibrary loan -- Evaluation of online systems -- Evaluation of bibliographic/library instruction and information literacy -- Evaluation of customer service -- Evaluating the broader perspective -- Accomplishments : the key to realizing value -- Economic impacts -- Evaluation of social impacts -- Communicating the value of the library Matthews outlines and argues for a broader and more robust adoption of evaluation techniques in order to help library managers combine traditional internal measurements with more customer-centric measurements to form a truer picture of a library's value for its stakeholders and patrons. Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries United States Evaluation Public services (Libraries) United States Evaluation Libraries Evaluation Public services (Libraries) Evaluation Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Bibliothek (DE-588)4006439-6 gnd rswk-swf Evaluation (DE-588)4071034-8 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf USA USA (DE-588)4078704-7 gnd rswk-swf USA (DE-588)4078704-7 g Bibliothek (DE-588)4006439-6 s Dienstleistung (DE-588)4012178-1 s Evaluation (DE-588)4071034-8 s DE-604 Verbraucherzufriedenheit (DE-588)4129147-5 s DE-188 Digitalisierung BSBMuenchen application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016264806&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis
spellingShingle	Matthews, Joseph R. 1942- The evaluation and measurement of library services Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries United States Evaluation Public services (Libraries) United States Evaluation Libraries Evaluation Public services (Libraries) Evaluation Verbraucherzufriedenheit (DE-588)4129147-5 gnd Bibliothek (DE-588)4006439-6 gnd Evaluation (DE-588)4071034-8 gnd Dienstleistung (DE-588)4012178-1 gnd
subject_GND	(DE-588)4129147-5 (DE-588)4006439-6 (DE-588)4071034-8 (DE-588)4012178-1 (DE-588)4078704-7
title	The evaluation and measurement of library services
title_auth	The evaluation and measurement of library services
title_exact_search	The evaluation and measurement of library services
title_exact_search_txtP	The evaluation and measurement of library services
title_full	The evaluation and measurement of library services Joseph R. Matthews
title_fullStr	The evaluation and measurement of library services Joseph R. Matthews
title_full_unstemmed	The evaluation and measurement of library services Joseph R. Matthews
title_short	The evaluation and measurement of library services
title_sort	the evaluation and measurement of library services
topic	Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries United States Evaluation Public services (Libraries) United States Evaluation Libraries Evaluation Public services (Libraries) Evaluation Verbraucherzufriedenheit (DE-588)4129147-5 gnd Bibliothek (DE-588)4006439-6 gnd Evaluation (DE-588)4071034-8 gnd Dienstleistung (DE-588)4012178-1 gnd
topic_facet	Libraries / United States / Evaluation Public services (Libraries) / United States / Evaluation Libraries / Evaluation Public services (Libraries) / Evaluation Bibliothèques - Services aux utilisateurs - États-Unis - Évaluation Bibliothèques - Services aux utilisateurs - Évaluation Bibliothèques - États-Unis - Évaluation Bibliothèques - Évaluation Libraries United States Evaluation Public services (Libraries) United States Evaluation Libraries Evaluation Public services (Libraries) Evaluation Verbraucherzufriedenheit Bibliothek Evaluation Dienstleistung USA
url	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016264806&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
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