8Cook, C. , Bruce Thompson, and Martha Kyrillidou. (2010, May). Does using item sampling methods in library service quality assessment affect score norms?: A LibQUAL+ Lite study. Paper presented at the 2nd Qualitative and Quantitative Methods in Libraries (QQML 2010) International Conference, Chania (Crete), Greece, May 27, 2010.
9V. Coleman, et al. Towards a TQM paradigm: using SE; RVQUAL to measure library service quality. College and Research Libraries, 1997 (3).
