Hernon, Peter. <br/><br/>
Assessing service quality :  satisfying the expectations of library customers / 
Peter Hernon and Ellen Altman. 
 - Chicago :  American Library Association,  1998. 
 - xvii, 243 p. :  ill. ;  28 cm. 
<br/><br/>Includes bibliographical references (p. 231-237) and index. 
<br/><br/><label>ISBN: </label>0838934897 (alk. paper) 
<br/><br/><label>LCCN: </label>98008815 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries)--Evaluation.<br/>Public services (Libraries)--Evaluation.--United States
<br/><br/><label>LC Class. No.: </label>Z711  / .H45 1998 
<br/><br/><label>Dewey Class. No.: </label>025.5