SERVQUAL模型在我国图书馆服务质量评价中的适应性研究—

施国洪岳江君刘庆广魏子清

Research on the Utility of SERVQUAL Model in Service Quality Assessment of Chinese Libraries——Based on Kano Theory

Shi Guohong Yue Jiangjun Liu Qingguang Wei Ziqing

图书情报工作 . 2009, (23): 49 -52 .