TY  - BOOK
AU  - Hernon,Peter
AU  - Altman,Ellen
TI  - Assessing service quality: satisfying the expectations of library customers 
SN  - 9780838910214
PY  - 2010///
CY  - Chicago
PB  - American Library Association
KW  - Public services (Libraries)
KW  - Evaluation
KW  - United States
N1  - Includes bibliographical references and index
ER  -