Hernon, Peter <br/><br/>
Delivering satisfaction and service quality :  a customer-based approach for libraries / 
Peter Hernon and John R. Whitman 
 - Chicago :  American Library Association,  2001 
 - xiv, 181 p. :  ill. ;  28 cm. 
<br/><br/><label>ISBN: </label>083890789X (pbk. : alk. paper)  RM160.65 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Reference services (Libraries)--Management--United States<br/>Consumer Satisfaction--United States