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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, Ellen Altman, Robert E. Dugan. - Third edition. - xiii, 218 pages : illustrations ; 28 cm.

Includes bibliographical references and index.

ISBN: 9781783300594 RM261.53 1783300590

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

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Assessing service quality : satisfying the expectations of library customers /

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