Hernon, Peter <br/><br/>
Assessing service quality :  satisfying the expectations of library customers / 
Peter Hernon + Ellen Altman. 
 - 2nd ed. 
 - xi, 206 pages :  illustrations ;  28 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9780838910214 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries)--Evaluation.<br/>Public services (Libraries)--Evaluation.--United States