1. Valarie A. Zeithaml, A. Parasuraman, & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990), p. 16.
2. Ibid.
3. Carol A. Reeves & David A. Bednar, “Defining Quality: Alternatives and Implications,” Academy of Management Review 19 (July 1994): 437.
4. Peter Hernon & John R. Whitman, Delivering Satisfaction and Service Quality: A Customer-Based Approach for Libraries (Chicago, IL: American Library Association, 2000).
5. Ibid.