Since the late 1990's, the library literature has been full of studies and analyses of service quality, customer satisfaction, and outcomes assessment as relevant and critical domains for the academic library. Several years ago the Centennial Library professional staff began exploring service quality issues with an interest in developing service quality plans for each library department. While progress has been made on that front, a more intensive effort has been invested in staff performance assessment as an integral element in maintaining high levels of service quality.
Brock, Lynn A.
"APASport to Service Quality: Developing A Performance Assessment System Part 1: The Context For Performance Assessment,"
The Christian Librarian: Vol. 47
, Article 3.
Available at: http://digitalcommons.georgefox.edu/tcl/vol47/iss3/3