4Peter Hernon Quality: New Directions in the Research. Journal of Academic Librarianship,2002(7).
二级参考文献12
1Danuta A. Nitecki. Changing the Concept and Measure of Service Qualty in Academic Libraries [ J]. The Journal of Academic Librarianship, May 1996:181 - 190.
2Susan 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.
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