Assessing service quality : satisfying the expectations of library customers /
Hernon, Peter.
Assessing service quality : satisfying the expectations of library customers / Peter Hernon, Ellen Altman, Robert E. Dugan. - 3rd ed. - Chicago : ALA Editions, an imprint of the American Library Association, 2015. - xiii, 218 pages : ill. ; 28 cm.
Includes Index
9780838913086 (pbk.)
Public services (Libraries)--Evaluation.
Assessing service quality : satisfying the expectations of library customers / Peter Hernon, Ellen Altman, Robert E. Dugan. - 3rd ed. - Chicago : ALA Editions, an imprint of the American Library Association, 2015. - xiii, 218 pages : ill. ; 28 cm.
Includes Index
9780838913086 (pbk.)
Public services (Libraries)--Evaluation.