/methodology/approach – The paper includes an ethnographic case study of face‐to‐face reference service in four branches of one urban public … “inside” view of traditional public library face‐to‐face reference work from a practice‐based perspective. Design … library involving 170 hours of participant observation, 24 hours of unobtrusive observation, 480 reference interactions, and …

SERVQUAL instrument (P‐C‐P attributes model) for measuring service quality. Provides a brief overview to service quality … a methodological framework for measuring service quality, and discusses the findings of an in‐depth study of the service … different aspects of service quality and distributed to 1,000 organisations in Northern Ireland. Some 276 questionnaires were …