SERVQUAL与图书馆服务质量评估:十年研究述评SERVQUAL and Quality Assessment of Library Services: A Review of Research in the Past Decade
于良芝,谷松,赵峥
摘要(Abstract)：
过去十年,为了将源于商业领域的质量评估工具SERVQUAL应用于图书馆服务,世界图书馆界针对SERVQUAL的有效性和适用性开展了大量研究。文章综述了这些研究的特点和主要发现,分析了这些研究的不足,指出了未来研究需要探讨的问题。
关键词(KeyWords)： SERVUQAL;服务质量评估;图书馆服务
基金项目(Foundation): 南开大学国际商学院985项目课题"图书馆质量评估中的SERVQUAL有效性研究"系列成果之一。
作者(Author): 于良芝,谷松,赵峥
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