TY  - BOOK
AU  - Hernon,Peter
AU  - Whitman,John R.
TI  - Delivering satisfaction and service quality: a customer-based approach for libraries 
SN  - 083890789X (pbk. : alk. paper)
PY  - 2001///
CY  - Chicago
PB  - American Library Association
KW  - Reference services (Libraries)
KW  - United States
KW  - Management
KW  - Consumer Satisfaction
ER  -