Hernon, Peter, <br/><br/>
Assessing service quality :  satisfying the expectations of library customers / 
Peter Hernon, Ellen Altman, Robert E. Dugan. 
 - Third edition. 
 - xiii, 218 pages :  illustrations ;  28 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9781783300594  RM261.53 1783300590 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries)--Evaluation.<br/>Public services (Libraries)--Evaluation.--United States