This article discusses a service quality study conducted in the Pennsylvania State University Libraries. The Wisconsin-Ohio Reference Evaluation Program survey was selected as a valid, standardized instrument. We present our results, highlighting the impact on reference training. A second survey a year later demonstrated that focusing on behavioral aspects of reference can improve service quality ratings.
|Original language||English (US)|
|Number of pages||11|
|Journal||Journal of Academic Librarianship|
|State||Published - May 2007|
All Science Journal Classification (ASJC) codes
- Library and Information Sciences