Hernon, Peter. <br/><br/>
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. 
<br/><br/>Includes bibliographical references (p. 231-237) and index. 
<br/><br/><label>ISBN: </label>0838934897 (alk. paper) 
<br/><br/><label>LCCN: </label>98008815 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries);Public services (Libraries)--Evaluation.;Evaluation.
<br/><br/><label>LC Class. No.: </label>Z711  / .H45 1998 
<br/><br/><label>Dewey Class. No.: </label>25.5  / HEA 1998