4Danuta A. Nitecki. Changing the Concept and Measure of Service Qualty in Academic Libraries [ J]. The Journal of Academic Librarianship, May 1996:181 - 190.
5Susan Wehmeyer, Dorothy Auchter & Arnold Hirshon. Saying What We Will Do, And Doing What We Say:Implementing A Customer Service Plan [J]. The Journal of Academic Librarianship, May 1996: 173- 180.
6Brian Quinn. Adaptng Service Quality Concepts to Academic Libraries [ J ]. The Journal of Academic Librarianship, September 1997: 359- 369.
4Egghe L,Rousseau R. Introduction to informetrics quantitative methods in library,documentation,and information science[M].Amsterdam,New York:Elsevier Science Publishers,1990.