1Rohit R amaswamy. Design and Management of Service Processes: Keeping Customers for Life [ M ]. Massachusetts, Corporate & Professional Publishing Group, 1996.
9Heskett J L, Jones T O, Loveman G. W. Putting theservice- profit chain to work [ M ]. Harvard Business Review, 1994: 165(74).
10Parasuraman A, Zeithaml V A, Berry L L. A conceptual model of service quality and its implications for future research [J]. Journal of Marketing, 1985, 58:111 -24.
3Fidel R, Green M. The many face of accessibility. Engineers' per- ception of information sources[ J]. Information Processing & Man- agement, 2004,40 (3) : 563 - 581.
4张玉利.管理学[M].2版.天津:南开大学出版社,2004:120-125.
5Yilmaz M R. An information-expectation framework for decisions under uncertainty[J]. Journal of Multi-Criteria Decision Analysis, 1992,1 (2) :65 - 80.
6Turkle S. Life on the screen: Identity in the age of the Intemet [ M]. New York: Simon & Schuster,1995 : 16 -28.
7乔伊森.网络行为心理学:虚拟世界与真实生活[M].北京:商务印书馆,20lO:179.
8Wilson T, Ellis D, Ford N, et al. Uncertainty in information see- king: A research project in the Department of Information Studies [ EB/OL ]. [ 2011 - 06 - 18 ]. http ://infomationr. net/tdw/pubL/ unis/report, html.
9Dervin B. Sense-making theory and practice: An overview of user interests in knowledge seeking and use [ J ]. Journal of Knowledge Management, 1998, 2(2) : 36 -46.
10Swan R M. Perceived performance and disconfirmation of expecta- tions as measures of customer satisfaction with information services in the academic library[ D]. Tallahassee: Florida State University, 1998 : 25 - 48.
