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Assessing service quality : satisfying the expectations of library customers /

Hernon, Peter.

Assessing service quality : satisfying the expectations of library customers / Peter Hernon and Ellen Altman. - Chicago : American Library Association, 1998 - xvii, 243 p. : ill. 28 cm.

Includes bibliographical references (p. 231-237) and index.

ISBN: 0838934897 (alk. paper)

LCCN: 98008815

Subjects--Topical Terms:
Public services (Libraries);Public services (Libraries)--Evaluation.;Evaluation.

LC Class. No.: Z711 / .H45 1998

Dewey Class. No.: 25.5 / HEA 1998

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