Hernon, Peter.
Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman. - Nwe Delhi : Indiana pubishing, 2009. - xiv, 181 p. : ill. ; 28 cm.
Includes bibliographical references (p. 171-175) and index.
9788184082425X (pbk. : alk. paper)
00044811
Reference services (Libraries)--Management.--United States
Consumer satisfaction--United States.
Z711 / .H455 2001
025.52
Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman. - Nwe Delhi : Indiana pubishing, 2009. - xiv, 181 p. : ill. ; 28 cm.
Includes bibliographical references (p. 171-175) and index.
9788184082425X (pbk. : alk. paper)
00044811
Reference services (Libraries)--Management.--United States
Consumer satisfaction--United States.
Z711 / .H455 2001
025.52