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9. | 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。 |
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11. | Calvert, Philip J.、Henon, Peter(19*6-09)。Methods for Measuring Service Quality in University Libraries in New Zealand。Journal of Academic Librarianship,22,387-391。 |
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13. | Hiller, Steve(2001)。Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries。Library Trends,49(4),605-625。 |
14. | Cook, Colleen、Thompson, Bruce(2001)。Psychometric Properties of Scores from the Web-based LibQUAL+ Study of Perceptions of Library Service Quality。Library Trends,49(4),585-604。 |
15. | Winkworth, Ian(2001)。Innovative United Kingdom Aproaches to Measuring Service Quality。Library Trends,49(4),718-731。 |
16. | Calvert, Philip J.(2001)。International Variations in Measuring Customer Expectations。Library Trends,49(4),732-757。 |