Assessing service quality : satisfying the expectations of library customers /
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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| Format: | Book |
| Language: | English |
| Published: |
Chicago
American Library Association
2010.
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| Edition: | 2nd ed. |
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