Hernon, Peter. <br/><br/>
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. 
<br/><br/>  Includes Index 
<br/><br/><label>ISBN: </label>9780838913086 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries)--Evaluation.