servqbib.wp1 5/25/07



Hyperlink to:
        Association of Research Libraries (ARL) "LibQUAL+(R)" Page

        Fred Heath's Home Page

        Colleen Cook's Home Page

        Bruce Thompson's Home Page

       The Birth/Origins of LibQUAL+(R) Web Page

 

"LibQUAL+(R)" Study Bibliography





          Cook, C. (Guest Ed.). (2002). The maturation of assessment in academic libraries: The role of LibQUAL+TM (special issue). Performance Measurement and Metrics, 3(2), 34-112.
          Heath, F., Kyrillidou, M., & Askew, C. (Eds.) (2004). Libraries act on their LibQUAL+TM findings: From data to action (special issue). Journal of Library Administration, 40, 1-239.
          These two journal special issues present a series of case study reports by participants in previous LibQUAL+(R) surveys regarding how they used their results to target improvements in library service quality.

          Cook, C.C. (2001). A mixed-methods approach to the identification and measurement of academic library service quality constructs: LibQUAL+TM. (Doctoral dissertation, Texas A&M University). Dissertation Abstracts International, 62, 2295A. (University Microfilms No. AAT3020024)


          Thompson, B., Cook, C., & Kyrillidou, M. (2006, April). Stability of library service quality benchmarking norms across time and cohorts: A LibQUAL+TM study. Paper presented at the Asia-Pacific Conference of Library and Information Education and Practice, Singapore.
          Thompson, B., Kyrillidou, M., & Cook, C. (2007, August). Library users' service expectations: A LibQUAL+(R) study of the range of what users will tolerate. Paper presented at the 7th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Stellenbosch, South Africa.

          Thompson, B., Kyrillidou, M., & Cook, C. (in press). On-premises library versus GoogleTM-like information gateway usage patterns: A LibQUAL+(R) study. portal: Libraries and the Academy.
          Thompson, B., Cook, C., & Kyrillidou, M. (2006). Using localized survey items to augment standardized benchmarking measures: A LibQUAL+TM study. portal: Libraries and the Academy, 6, 219-230.
          Thompson, B., Cook, C., & Kyrillidou, M. (2005). Concurrent validity of LibQUAL+TM scores: What do LibQUAL+TM scores measure? Journal of Academic Librarianship, 31, 517-522.


          Thompson, B., Cook, C., & Heath, F. (2003). Structure of perceptions of service quality in libraries: A LibQUAL+TM study. Structural Equation Modeling, 10, 456-464.
          Thompson, B., Cook, C. & Heath, F. (2003). Two short forms of the LibQUAL+TM survey assessing users' perceptions of library service quality. Library Quarterly, 73, 453-465.

          Cook, C., Heath, F. & Thompson, B. (2003). " Zones of tolerance" in perceptions of library service quality: A LibQUAL+TM study. portal: Libraries and the Academy, 3, 113-123.
          Cook, C., Heath, F., Thompson, B., & Webster, D. (2003). LibQUAL+TM: Preliminary results from 2002. Performance Measurement and Metrics, 4, 38-47.

          Thompson, B., Cook, C., & Thompson, R.L. (2002). Reliability and structure of LibQUAL+TM scores. portal: Libraries and the Academy, 2, 3-12.
          Cook, C., Heath, F. & Thompson, B. (2002). Score norms for improving library service quality: A LibQUAL+TM study. portal: Libraries and the Academy, 2, 13-26.
          Heath, F., Cook, C., Kyrillidou, M., & Thompson, B. (2002). ARL Index and other validity correlates of LibQUAL+TM scores. portal: Libraries and the Academy, 2, 27-42.

          Thompson, B., & Cook, C. (2002). Stability of the reliability of LibQUAL+TM scores: A "Reliability Generalization" meta-analysis study. Educational and Psychological Measurement, 62, 735-743.

          Snyder, C. A. (2002). Measuring library service quality with a focus on the LibQUAL+TM project: An interview with Fred Heath. Library Administration & Management, 16, 4-7.

          Cook, C., & Heath, F. (2002). SERVQUAL and the quest for new measures. Journal of Library Administration, 35(4), 37-40.
          Cook, C., Heath, F., & Thompson, B. (2002). LibQUAL+TM: One instrument in the new measures toolbox. Journal of Library Administration, 35(4), 41-46.
          Cook, C., & Heath, F. (2002). The ARL LibQUAL+TM pilot project: An update. Journal of Library Administration, 35(4), 47-54.
          Kyrillidou, M., & Hipps, K. (2002). Symposium on measuring library service quality. Journal of Library Administration, 35(4), 55-62.

          Cook, C., & Thompson, B. (2001, August). Scaling for the LibQUAL+TM instrument: A comparison of desired, perceived and minimum expectation responses versus perceived only. Paper presented at the 4th Northumbria International Conference, Pittsburgh, Pennsylvania, USA, August 14, 2001.
          Cook, C., Heath, F., Kyrillidou, M., & Webster, D. (2002). The forging of consensus: A methodological approach to service quality assessment in research libraries--the LibQUAL+TM experience. In J. Stein, M. Kyrillidou & D. Davis (Eds.), Proceedings of the 4th Northumbria International Conference on Performance Measurement in Libraries and Information Services (pp. 93-104). Washington, DC: Association of Research Libraries.


          Cook, C., & Thompson, B. (2000). Higher-order factor analytic perspectives on users' perceptions of library service quality. Library Information Science Research, 22, 393-404.
          Cook, C., & Thompson, B. (2000). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. Journal of Academic Librarianship, 26, 248-258.

          Cook, C., Heath, F., & Thompson, R.L. (2000). A meta-analysis of response rates in Web- or Internet-based surveys. Educational and Psychological Measurement, 60, 821-836.

          Cook, C., & Thompson, B. (2001). Psychometric properties of scores from the Web-based LibQUAL+TM study of perceptions of library service quality. Library Trends, 49, 585-604.
          Cook, C., & Heath, F. (2001). Users' perceptions of library service quality: A "LibQUAL+TM" qualitative study. Library Trends, 49, 548-584.

          Cook, C., Heath, F., & Thompson, B. (2001). Users' hierarchical perspectives on library service quality: A "LibQUAL+TM" study. College and Research Libraries, 62, 147-153.

          Cook, C., Heath, F., Thompson, R.L. & Thompson, B. (2001). Score reliability in Web- or Internet-based surveys: Unnumbered graphic rating scales versus Likert-type scales. Educational and Psychological Measurement, 61, 697-706.

          Cook, C., & Heath, F. (2000, August). The Association of Research Libraries LibQUAL+TM Project: An update. ARL Newsletter: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI, and SPARC, 211, 12-14.
          Cook, C., Heath, F., & Thompson, B. (2000, October). LibQUAL+TM: One instrument in the New Measures toolbox. ARL Newsletter: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI, and SPARC, 212, 4-7.

          Cook, C., Heath, F., Thompson, B., & Thompson, R.L. (2001). The search for new measures: The ARL "LibQUAL+TM" study--a preliminary report. portal: Libraries and the Academy, 1, 103-112.
          Thompson, B., Cook, C., & Heath, F. (2001). How many dimensions does it take to measure users' perceptions of libraries?: A "LibQUAL+TM" study. portal: Libraries and the Academy, 1, 129-138.

          Thompson, R.L. (2000, October). Scalable Web-based user survey research across institutions: The LibQUAL+TM experience. Paper presented at the Association of Research Libraries (ARL) Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, DC.

          Arnau, R.C., Thompson, R.L., & Cook, C. (2001). Do different response formats change the latent structure of responses?: An empirical investigation using taxonometric analysis. Educational and Psychological Measurement, 61, 23-44.

          Thompson, B. (2000, October). Representativeness versus response rate: It ain't the response rate!. Paper presented at the Association of Research Libraries (ARL) Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, DC.
          Thompson, B., Cook, C., & Heath, F. (2000). The LibQUAL+TM gap measurement model: The bad, the ugly, and the good of gap measurement. Performance Measurement and Metrics, 1, 165-178.

          Cook, C., & Heath, F., Thompson, B., & Thompson, R.L. (2001). LibQUAL+TM: Service quality assessment in research libraries. IFLA Journal, 4, 264-268.