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Assessing service quality : satisfying the expectations of library customers / Peter Hernon + Ellen Altman.
- 025.5 H558 2010
- Hernon, Peter.
- American Library Association,
- 2010.
- Chicago :
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Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman.
- 025.52
- Hernon, Peter.
- American Library Association,
- 2001.
- Chicago :