This study develops a three-stage model of the question-answering process and investigates several potential sources of extraneous variability. Discussion includes implications of findings concerning what it means to "use" library materials and services, adverbs used as response category labels, and subject's responses as predictors of…

Argues that perception studies and ranking are lacking in validity and reliability because of small sample size, simplistic statistical analyses, and the evaluation of quality by educators. It is asserted that quality control is more valid when evaluated by the customers of education, i.e., the students. (11 references) (EA)