5HART C, HESKETT J L, SASSER W E. The profitable art of service recovery [ J]. Harvard Business Review, 1990, 68 (4) : 148-156.
6RECHARD A, et al. Service recovery: impact on satisfaction and intentions [ J ] . Journal of Services Marketing, 1995, 9 (1): 15-23.
7FORNELL C, JOHNSON M D, ANDERSON E W , et al. The american satisfaction index: nature, purpose and findings [ J ]. Journal of Marketing, 1996, 10 (60) .
8Van Housen N A, et al. User-Centered Iterative Design for Digital Libraries: llae Cypress Experience. D-Lib Magazine, 1996 (February).
9Wolfram D, Xie H. Traditional IR for Web Users: A Context for General Audience Digital Libraries. Information Processing and Management, 2002 (38): 627-648.
5What is Information Literacy? [EB/OL]. [2010-11-21]. http://www, wit. ie/library/learning support/ about info lit. asp.
6Shapiro,J. J. , Hughes, S. K. Information technology as a liberal art: Enlightenment proposals for a new curriculum[J]. Educom Review, 1996(31) :56-58.
