2Anne Martensen,Lars Gronholdt.Improving library users'perceived quality,satisfaction and loyalty:an integrated measurement and management system.The Journal of Academic Librarianship,29(3).
3Colleen Cook,Bruce Thompson.Higher-order factor analytic perspectives on users'perceptions of library service quality.Library & Information Science Research,2000,22(4).
4Hollis Landrum,Victor R.Prybutok.A service quality and success model for the information service industry.European Journal of Operational Research,2004(156).
