Assessing service quality : satisfying the expectations of library customers / Peter Hernon + Ellen Altman.

If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into...

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Bibliographic Details
Main Authors: Hernon, Peter (Author), Altman, Ellen (Author)
Format: Book
Published: Chicago : American Library Association, 2010.
Edition:Second edition.

Archives - Level 2 (Library Use Only)

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Call Number: Z711 .H45 2010