TY  - BOOK
AU  - Hernon,Peter
AU  - Whitman,John R.
TI  - Delivering statisfaction and service quality: a customer-based approach for libraries 
SN  - 8184082428
PY  - 2009///
CY  - New Delhi
PB  - Indiana
KW  - Public services (Libraries)
KW  - Library
KW  - Customer services
ER  -