id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crln-8145	Kyrillidou, Martha; Baughman, M. Sue	ClimateQUAL: Organizational Climate and Diversity Assessment	2009-03-01	4	.pdf	application/pdf	2153	120	50	In 2007, ARL and the UM Libraries (in partnership with the I/OP program) tested the generalizability of the OCDA protocol across multiple library organizations. Phase I results also indicated that conflict within an organization does impact customer percep­ tions of library service quality, meaning that the climate of the organization does have a “direct and perceived impact on the service experienced by customers.”12	cache/crln-8145.pdf	txt/crln-8145.txt