3[3]Guide to UBC Library Document Delivery Service
4[4]UBC Staff. Welcome to the Library
5[1]Danuta A. Nitecki, "Changing the Concept and Measure of Service Quality in Academic Libraries, "The Journal of Academic Librarianship,May 1996:181-190
6[2]Dawn E. Talbot, Gerald R. Lowell & Kerry Martin,"From the Users' Perspective-The UCSD Libraries User Survey Project," The Journal of Academic Librarianship, September 1998: 357-364
7[3]Susan Wehmeyer, Dorothy Auchter & Arnold Hirshon,"Saying What We Will Do, And Doing What We Say:Implementing A Customer Service Plan," The Journal of Academic Librarianship,May 1996: 173-180
8[4]Brian Quinn, "Adapting Service Quality Concepts to A cademic Libraries," The Journal of Academic Librarian ship, September 1997:359-369
9[1]Neff,Raymond K.,Merging Libraries and Computer Centers:Manifest Destiny or Manifesty Deranged,in EDCOM Bulletin 20 (Winter 1985):pp.8—12,p.16.
10[2]On library goodness,see orr,Richard M.,Measuring the Goodness of Library Services:A General Framework for Considering Quantitative Measures,in Journal of Documentation 29(Sept.1973):pp.315—32;Buckland,Michael K.,Concepts of Library Goodness,in Canadian Library Journal 39(April.1982):pp.63—66.
