Chapter Seven

Qualitative Methods for Performance Measurement

Abstract

Particular qualitative techniques and methods are presented, including interviews, focus groups, comments and suggestions schemes, observations, reflective journals and diaries, benchmarking, User Experience (UX). The chapter includes a brief overview and discussion of each method, and where possible examples of each method are provided.

Keywords

Libraries; Performance measurement; Qualitative measures; Focus groups; Interviews; Observation; Benchmarking; Reflective journals

Qualitative and quantitative research methods are often dealt with separately and along with this division there is an unwritten hierarchy in research circles that quantitative research is considered ...

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