Users' hierarchical perspectives on library service quality: a "LibQUAL+" study
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Psychometric properties of scores from the web-based libQual+study of perceptions of library service quality
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Zeithaml, Valarie A.
Delivering quality service : balancing customer perceptions and expectations
Free Press, 1990.
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Hernon, Peter
Assessing service quality: satisfying the expectations of library customers
American Library Association, 2015
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Users'perceptions of library service quality: a libqual+qualitative study
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