| 圖書| 1. | Van House, Nancy A.、Weil, Beth T.、McClure, Charles R.(1990)。Measuring Academic Library Performance: A Practical Approach。Chicago, IL：American Library Association。   | | 2. | Walters, Suzanne(1994)。Customer Service: A How-To-Do-It Manual for Librarians。New York：Neal-Schuman Publishing。 | | 3. | Zweizig, Douglas、Johnson, D. W.、Robbins, J.(1996)。The Tell It! Manual: The Complete Program for Evaluating Library Performance。Chicago：American Library Association。 | | 4. | 卡爾森、李田樹(1994)。關鍵時刻。台北：長河。 延伸查詢 | | 5. | Zeithaml, Valarie A.、Parasuraman, Parsu A.、Berry, Leonard L.(1990)。Delivering quality service: Balancing customer perceptions and expectations。New York, NY：Free Press。 | |