中文部份
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2. 宋鎧、范錚強、郭鴻志、陳明德、季延平，管理資訊系統，台北：華泰書局，民86。
3. 林昆諒，「資訊服務業服務品質之實證研究」，台灣大學商學研究所未出版碩士論文，民83。
4. 林靈宏，消費者行為學，台北：五南圖書出版公司，民83。
5. 翁崇雄，「評量服務品質與服務價值之研究-以銀行業為實證對象」，台灣大學商學研究所未出版博士論文 ，民82。
6. 張保隆與謝寶媛，「公共圖書館讀者涉入程度對服務品質評估之影響」，資訊傳播與圖書館學，2(3)，民85 ，頁62-77。
7. 梁朝雲、陳偉如、鄭鳳生，「『資訊服務』的範疇與趨勢」，資訊傳播與圖書館學，2(3)，民85，頁78-87 。
8. 廖則竣、陶蓓麗、徐靜婷，「資訊中心的支援服務對終端使用者滿意度的影響」，第八屆國際資訊管理學 術研討會論文集，頁545-552。9. 蕭富峰，內部行銷，台北：天下文化，民86。
10. 謝寶媛，「公共圖書館讀者服務涉入之研究」，中國圖書館學會學報，第58期，民86，頁107-132。
11. 蘇雲華，「服務品質衡量方法之比較研究」，中山大學企業管理研究所未出版博士論文，民85。英文部份
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