Susan McKnight

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Publications

Citations

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Active since

2007

Affiliations

Susan McKnight is an author at Nottingham Trent University specializing in customer satisfaction, customer satisfaction improvement, and customer expectations.

Publications per year

2007–2010

Publications

Bridging the gap between service provision and customer expectations

Susan McKnight · Performance Measurement and Metrics · 2009 · 19 citations

Business, Change Management, Consumer Behavior +16

Improving Customer Satisfaction: Changes as a Result of Customer Value Discovery

Susan McKnight, Mike Berrington · Evidence Based Library and Information Practice · 2008 · 16 citations · Full text

Management, Innovation Management, Performance Management +13

Identifying Customer Expectations is Key to Evidence Based Service Delivery

Susan McKnight, Andrew Booth · Evidence Based Library and Information Practice · 2010 · 11 citations · Full text

Business, Information Systems, Management Information Systems +14

The expatriate library director

Susan McKnight · Library Management · 2007 · 10 citations

Management, Knowledge Management, Leadership +15

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