DeCandido G A,After the user survey,what then,Washington DC:Association of Research Libraries,1997.
[6]
Zeithaml V A;Parasuraman A;Berry L L,Delivering quality service:Balancing customer perceptions and espectations,New York:free Press,1990.
[7]
Dabholkar P A;Thorpe D I;Rentz J O,A measure of service quality for retail stores:Scale development and validation,Journal of the Academy of Marketing Science,1996(24).
[8]
Van Dyke;Kappelman T P;Leon A,Measuring information systems service quality:concerns on the use of the SERVQUAL questionnaire,MIS Quarterly,1997(21).
[9]
Nitecki D A,Changing the concept and measure of service quality in academic libraries,Journal of Academic Librarianship,1996(5).
Brekke E,User surveys in ARL libraries,Washington DC:Association of Research Libraries,1997.
[14]
Thompson B;Cook C;Kyrillidou M,Concurrent validity of LibQUAL +TM scores:What do libQUAL + TM scores measure,Journal of Academic Librarianship,2005(6).
[15]
Cook, Colleen ;Heath, Fred M,Users\' perceptions of library service quality: a LibQUAL+ qualitative study,Library trends ,2001, 49(4).
[16]
Thompson B;Cook C;Heath F M,Structure of perceptions of service quality in libraries:AlibQUAL + TM study,Structural Equation Modeling,2003(3).
[17]
Cook, Colleen ;Thompson, Bruce, 1951,Psychometric properties of scores from the Web-based LibQUAL+ study of perceptions of library service quality,Library trends ,2001, 49(4).
[18]
Nitecki D A;Hemon P,Measuring service quality at Yale University\'s Libraries,Journal of Academic Librarianship,2000(26).
[19]
Calvert, Philip J., 1949,International variations in measuring customer expectations,Library trends ,2001, 49(4).
[20]
Hernon P;Nitecki D A;Altman E,Service quality and customer satisfaction:An assessment and future directions,Journal of Academic Librarianship,1999(1).
[21]
De Ruyter K;Blocmer J;Peeters P,Merging service quality and service satisfaction:An empirical test of an integrative model,Journal of Economic Psychology,1997(18).
[22]
Calvert P J,International variations in measuring customer expectations,Library Trends,2001(49).
[23]
Cook C;Heath F,Reliability and validity of SE-RVQUAL scores used to evaluate perceptions of library service quality,Journal of Academic Librarianship,2000(26).
[24]
Stamatopolos A;Mackoy R,Effects of library instruction on university students\' satisfaction with the library:A longitudinal study,College and Research Libraries,1998(59).
[25]
Nitecki D A,Assessment of service quality in academic libraries:Focus on the applicability of the SERVQUAL,England:University of Northumbria,1998.
[26]
Andaleeb S S;Simmonds P L,Explaining user satisfaction with academic libraries:Strategic implications,College and Research Libraries,1998(59).
[27]
Coleman V;Xiao Y;Bair L,Toward a TQM paradigm:Using SERVQUAL to measure library service quality,College and Research Libraries,1997(58).
Calvert P J,A different time,A different country:An instrument for measuring service quality inSingapore\'s polytechnic libraries,Journal of Academic Librarianship,1998.
[36]
Hernon P;Calvert P J,Methods for measuring service quality in university libraries in New Zealand,Journal of Academic Librarianship,1996.
[37]
Peter Hernon;Ellen Altman,Assessing Service Quality:Satisfying the Expectations of Library Customers,Chicago:American Library Association,1998.
[38]
Parasuraman A;Zeithaml V A;Berry L L,Alternative scales for measuring service quality,Journal of Retailing,1994(3).
[39]
Wisniewski M;Donnelly M,Measuring service quality in the public sector:The potential for SE-RVQUAL,Total Quality Management,1996(7).
[40]
Nitecki D A,An assessment of the applicability of SERVQUAL dimensions as a customer-based criteria for evaluation quality of services in an academic library,Maryland:University of Maryland,1995.
[41]
Hébert F,The quality of interlibrary borrowing services in large urban public libraries in Canada,Toronto:University of Toronto,1994.
[42]
Nitecki D A;Franklin B,Perspectives on:New measures for research libraries,Journal of Academic Librarianship ,1999, 25(06).
[43]
Association of Research Libaries,User Surveys in Academic libraries,1997.