Delivering Satisfaction and Service Quality: a Customer-based Approach for Libraries, by Peter Hernon and John R. Whitman. Chicago, IL: American Library Association, 2001. 181p. $40.00 (ALA Members, $36.00). ISBN 0-8389-0789-X. LC 00-44811.

• Book ID: 114111170
• Publisher: Elsevier Science
• Year: 2001
• Tongue: English
• Weight: 14 KB
• Volume: 27
• Category: Article
• ISSN: 0099-1333
• DOI: 10.1016/s0099-1333(01)00200-2