Hernon, Peter <br/><br/>
Delivering statisfaction and service quality :  a customer-based approach for libraries / 
Peter Hernon, John R. Whitman 
 - New Delhi :  Indiana,  2009 
 - xiv, 181 p. :  ill. ;  28 cm. 
<br/><br/><label>ISBN: </label>8184082428  RM172.16 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries)<br/>Library--Customer services