7Berry L L, Parasuraman A, Zeithaml V A. Deliberying Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press, 1990:16.
8Duane Webster, Fred M Heath. LOBOUAL+ Spring 2002 Survey Results-ARL. Portal: http://www.libqual.org/documents/admin/ARLNotebook111.pdf.
9Consulla Askew Waller, kayly Hipps, Martha kyrillidou,Amy Hoseth. LIBQUAL+ Policies and Procedures Manual. Washington,D.C: Association of Research Libraries, 2002:29-30.
10Colleen Cook, Fred Heath, Bruce Thompson, Russel (Trey) Thompson. LIBQUAL+:Service QualityAssessment in Research Libraries. IFLA Journal, 2001(4): 264-268.