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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| Main Authors: | , |
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| Format: | Book |
| Language: | English |
| Published: |
Chicago :
American Library Association,
2010.
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| Edition: | Second edition. |
| Subjects: |
Archives (Library Use Only)
| Call Number: |
Z711 .H45 2010 |
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