Danuta A. Nitecki

Measuring service quality at yale university’s libraries

This article examines a new approach to measuring service quality, one that produces findings useful for local planning and decision making. It also differentiates between service quality and satisfaction and points the direction for further research.

Service quality and customer satisfaction: An assessment and future directions

The literatures of many disciplines and professions, including library and information science, present and analyze service quality and customer satisfaction. This article presents key literature, analyzes the application of both concepts to academic libraries, and offers a research agenda.

A library and teaching center collaboration to assess the impact of using digital images on teaching, learning, and library support

Describes the electronic library initiative project at Yale University and summarizes the first‐year collaborative research methodologies and initial results. Concludes that it offers several core contributions both through practical insights into the role of digital images in teaching, learning and service support, and in evolving a model of discovery and expression of an assessment project results.

Borrow Direct: a decade of a sustained quality book‐lending service

Purpose – This paper aims to describe the development and operation of an unmediated book‐lending service between seven academic libraries in the USA.Design/methodology/approach – The approach is descriptive and analytical.Findings – It was found that, after a decade of operations, Borrow Direct continues to be a successful service.Originality/value – The paper offers insights that may be of value to other groups exploring ways to lower costs, improve service quality, and respond to continuing demand for books not available locally.