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...
American Library Association,
Archives - Level 2 (Library Use Only)
Z711 .H45 2010