TY  - BOOK
AU  - Hernon, Peter.
AU  - Altman, Ellen.
TI  - Assessing service quality: satisfying the expectations of library customers 
SN  - 0838934897 (alk. paper)
AV  - Z711 .H45 1998
U1  - 25.5 21
PY  - 1998///
CY  - Chicago
PB  - American Library Association
KW  - Public services (Libraries);Public services (Libraries)
KW  - Evaluation.;Evaluation
N1  - Includes bibliographical references (p. 231-237) and index
ER  -