Library education and employer expectations
editor, E. Dale Cluff
The Haworth Press , 1990
Buku Teks
Remote library users-needs and expectations
Artikel Jurnal
Two short forms of the libqual+survey: assessing users perceptions of library service quality Bruce Thompson,Collen Cook,Fred Heath
Artikel Jurnal
Zeithaml, Valarie A.
Delivering quality service : balancing customer perceptions and expectations
Free Press, 1990.
Buku Teks
Mates, Barbara T.
5-star programming and services for your 55+ library customers
[American Library association, American Library association], 2003
eBooks