Page 65 -

โครงการรวบรวมและจัดทําเอกสารวารสารอิเล็กทรอนิกส์ มหาวิทยาลัยเกษตรศาสตร์

46 Humanities Journal Vol.24 No.2 (July-December 2017)

Gratzer M., & Winiwarter W., (2003). A framework for competitive advantage in
eTourism, Retrieved from www.homepage.univie.ac.at/werner.
winiwarter/enter2003.pdf
Gronroos, C. (1982). Relationship approach to marketing in service contexts:
The marketing and organizational behavior interface. Journal of Business
Research, 20(1), 3-17.
Hernon, P. & Calvert, P. (2005). E-service quality in libraries: Exploring its features
and dimensions. Library and Information Science Research, 27(3), 377-404.
Hopker, O., & Hole, S. (2001). Small and medium-sized enterprises in the e-world -
an application of quality standards. In Proceedings of the 6th International
Conference on ISO 9000 and TQM, Paisley: Paisley Business School.
IFLA. (2006). IFLA digital reference guidelines. Retrieved from http://www.ifla.org/
files/assets/reference-and-information-services/publications/ifla-digital-
reference-guidelines-en.pdf
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. In
L. Berry, G. Shostack, & G. Upah (Eds.), Emerging Perspectives on Service
Marketing, (p. 99-107). Chicago, IL: American Marketing.
Lincoln, Y. S. (2002). Insights into library services and users from qualitative research.
Library & Information Science Research, 24(1), 3-16.
Nitecki, D. A. (1996). Changing the concept and measure of service quality in

academic libraries. Journal of Academic Librarianship, 22(3), 181-191.
Norfolk Public Library. (2014). Electronic services policy. Retrieved from
http://library.virtualnorfolk.org/Public_Documents/NPL_docs/E-Services%
20Policy.pdf
Ojasolo, J. (2010). E-service Quality: A conceptual model. International Journal of
Arts and Sciences, 3(7), 127-143.
Parasuraman, A., Zeithaml, V.A. & Malhotra, A. (2005). E-S-QUAL–A multiple-item
scale for assessing electronic service quality. Journal of Service Research,
7, 1-21.