1. What do they want now? Qualitative regrounding of the LibQUAL+ ® survey. Selena Killick Library Quality Officer Cranfield University

2. “only customers judge quality; all other judgements are essentially irrelevant” Zeithaml, V.A., Parasuraman, A. & Berry, L.L., 1990. Delivering Quality Service, The Free Press, New York.

4. Shavar Ross, Someone Else, August 5, 2005 via Flickr, Creative Commons Attribution

5. Needham, A. 2007. The Spice Girls just wannabe back [Photograph]. [Online]. Available at: http://www.guardian.co.uk/music/musicblog/2007/jun/28/thespicegirlsjustwannabeb [Accessed 8 August 2011].

8. Kelly Gifford, Stack of Books, February 10, 2007 via Flickr, Creative Commons Attribute. Stack of Books

10. Brian Wilkins, iPhone 4, June 25, 2010 via Flickr, Creative Commons Attribute. Spencer E Holtaway, Twitter website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute. Spencer E Holtaway, facebook website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.

13. Could you scan and email me the print journal articles I need to save me from having to come to the library?

14. h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011]. I think different forms of electronic delivery are froth that takes the library’s resources away from the important things, such as having a proper collection of books.

15. Jordi Casañas, n.d., Jaume Fuster Library [Photograph]. In: Monsen, I. (ed). IFLA Section on Library Buildings and Equipment, Newsletter 2011 No 1. Available at: http://www.ifla.org/files/library-buildings-and-equipment/newsletters/2011-1-en.pdf

16. ex.libris, Studying, January 15, 2008 via Flickr, Creative Commons Attribute. Kennedy Library, Collaboration Rooms, June 12, 2009 via Flickr, Creative Commons Attribute. christopher Porter, Students Studying, January 12, 2006 via Flickr, Creative Commons Attribute.

17. h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at: http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011]. I think of a proper library as being somewhere not far off death in atmosphere, in that it’s quiet and people don’t talk much, because that’s what you want as a working environment.

18. Svein Halvor Halvorsen, Cram time (winter+spring), May 12, 2008 via Flickr, Creative Commons Attribute.

20. Clemsonunivlibrary, Man, those beanbags sure are comfortable! August 1, 2011 Via Flickr, Creative Commons Attribute

21. Michael Sauers, Questions Answered, August 24, 2006 via Flickr, Creative Commons Attribute.

23. Chris Martin, sleeping kid in NSC, December 4, 2007 Via Flickr, Creative Commons Attribute

24. Facebook Poll: http://on.fb.me/jatsnehttp://on.fb.me/jatsne

30. Print & eJournals Easy Access Access Tools Modern Equipment Electronic Information Print Materials Library Website Remote Access

31. A library Web site enabling me to locate information on my own Easy-to-use access tools that allow me to find things on my own Making information easily accessible for independent use

32. Print and/or electronic journal collections I require for my work The electronic information resources I need The printed library materials I need for my work Hobvias Sudoneighm, Workstation, September 12, 2006 via Flickr, Creative Commons Attribute.

33. Making electronic resources accessible from my home or office Modern equipment that lets me easily access needed information Ed Yourdon, Bryant Park, late Apr 2009 - 23, April 25, 2009 Via Flickr, Creative Commons Attribute Making electronic resources accessible from anywhere

34. Print & eJournals Easy Access Access Tools Modern Equipment Electronic Information Print Materials Library Website Remote Access

35. Joanna Orpia, sorry we’re closed, January 1, 1980 Via Flickr, Creative Commons Attribute UBC Library, Library Training 5, October 1, 2009 Via Flickr, Creative Commons Attribute

37. Thank You! Selena Killick s.a.killick@cranfield.ac.uk Tel: +44(0)1793 785561