| 期刊論文1. | Edwards, S.、Browne, M.(1995)。Quality in Information Services: Do Users and Librarians Differ in Their Expectations?。Library & Information Science Research,17,163-182。 | 2. | 張保隆、謝寶煖(19951200)。公共圖書館服務品質評估之研究。圖書館學刊,10,85-114。 延伸查詢 | 3. | 張保隆、謝寶煖(19960600)。大學圖書館服務品質評估之研究。中國圖書館學會會報,56,49-68。 延伸查詢 | 4. | Richard, Badham、Couchman, Paul、Little, Stephen(1995)。Getting Smart: Development and Action Research Approach to the Integrated Management of Technical and Organizational Innovation。Human Systems Management,14,93。 | 5. | Coleman, Vicki、Xiao, Yi、Bair, Linda、Chollett, Bill(1997)。Toward a TQM Paradigm: Using SERVQUAL Measure Library Service Quality。College and Research Libraries,58(3),237-251。 | 6. | Hebert, Francoise(1994)。Service Quality: An Unobtrusive Investigation of Interlibrary Loan in Large Public Libraries in Canada。LISR,16,3-21。 | 7. | Seay, T.、Seaman, Scott、Cohen, D.(1996)。Measuring and Improving the Quality of Public Services: A Hybrid Approach。Library Trends,4,464-489。 | 8. | Larson, Catherine A.(1998)。Customers First: Using Process Improvement to Improve Service Quality and Efficiency。Reference Service Review,53。 | 9. | Self, Phyllis C.、Gebhart, Karen A.(1980)。A Quality Assurance Process in Health Sciences Libraries。Bulletin of the Medical Library Association,68(3),288-292。 | 10. | Vergueiro, Waldomiro C. S.(1996)。Quality Management: The Way to Improve Latin American Public Libraries。Library Management,17(1),25-32。 | 會議論文1. | 謝寶煖(1996)。服務藍圖應用於館藏管理服務品質改善之研究。臺北。657-674。 延伸查詢 | 2. | 顏秀茹、陳文蓉(1999)。員工利他行為對服務績效影響之研究。桃園縣。36。 延伸查詢 | 研究報告1. | 苗蕙芬(1990)。公共圖書館讀者整體滿意程度之調查研究:以臺北市立圖書館為例。臺北。 延伸查詢 | 2. | 高強、梁伶君、羅思嘉。大學圖書館績效評估模式之構建應用。臺北。 延伸查詢 | 學位論文1. | 謝寶煖(1997)。我國臺灣地區公共圖書館讀者服務涉入之研究(博士論文)。國立交通大學。 延伸查詢 | 2. | Strege, Karen Rae(1996)。Using Critical Pedagogy to Improve Library Instruction (Information Literacy)。 | 3. | Varner, Carroll H.(1996)。An Examination of an Academic Library Culture Using a Competing Values Framework(博士論文)。Illinois State University,Illinois。 | 4. | Nitecki, Danuta A.(1995)。An assessment of the applicability of SERVQUAL dimensions as customer-based criteria for evaluating quality of services in an academic library(博士論文)。University of Maryland College Park,Maryland。 | 5. | 陳銘銓(1998)。大學圖書館整體服務品質之調查研究--利用品質機能展開法(碩士論文)。國立東華大學。 延伸查詢 | 6. | Ford, S. K.(1994)。A Study to Determine the Applicability of the Personal Interview to Increase Positive Perceptions of Service Quality Among University Faculty With the Library Media Center,Illinois。 | 7. | Srisa-ard, Surithong(1997)。User Expectations and Perception of Library Service Quality of an Academic Library in Thailand,Illinois。 | 8. | Phillipson, Linda M.(1997)。Exploring the Potential for Collaborative Outreach Programming in the Elementary School Library: An Action Research。 | 圖書1. | Gabor, Peter A.、Grinnell, Richard M. Jr.(1994)。Evaluation and Quality Improvement in the Human Services。Boston, Mass.:Allyn and Bacon。 | 2. | Kotler, Philip、Scheff, Joanne、高登第(1998)。票房行銷:菲利浦.科特勒談表演藝術行銷策略。台北市:遠流出版公司。 延伸查詢 | 3. | Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。 | 4. | Albrecht, Karl(1998)。顧客價值。顧客價值。臺北。 延伸查詢 | 其他1. | Dols, Linda,Newsome, Karen Liston,Veldof, Jerilyn(1999)。A Process Improvement Approach to Interlibrary Loan。 | 2. | Bennett, Roger,Oliver, Jim(1999)。Action Research。 | |