Hernon, Peter. <br/><br/>
Assessing service quality :  satisfying the expectations of library customers / 
Peter Hernon and Ellen Altman. 
 - ALA  ed. 
 - New Delhi :  Ess Ess,  2009. 
 - xvii, 243  p. 
<br/><br/><label>ISBN: </label>8170005766 : 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Public services (Libraries)--Evaluation.<br/>Public services (Libraries)--Evaluation.--United States.