Performance Measurement and Metrics

Assessing and improving service performancefor maximum impact: insights from a two‐decade‐long research journey

A. Parasuraman · 2004 · 114 citations

Management, Marketing, Marketing Management +17

A qualitative assessment of the Kindle e‐book reader: results from initial focus groups

Dennis Clark, Susan Goodwin, Todd Samuelson et al. · 2008 · 105 citations

Education, Educational Technology, Fiction +15

Measuring service quality of a public university library in Bangladesh using SERVQUAL

S.M. Zabed Ahmed, Md. Zahid Hossain Shoeb · 2009 · 103 citations

Business, Higher Education, Performance Measurement +15

Qualitative Research for the Information Professional: A Practical Handbook (2nd ed.)

2006 · 87 citations

Social Sciences, Information Systems, Information Design +13

The dimensions that construct the evaluation of service quality in academic libraries

Haruki Nagata, Yoshinori Sato, Sarah Gerrard et al. · 2004 · 82 citations

Business, Marketing, Marketing Management +15