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Assessing Service Quality: Satisfying the Expectations of Library Customers
Peter Hernon, Ellen Altman,
Amer Library Assn Editions
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Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition
Peter Hernon, Ellen Altman, Robert E. Dugan
Alpha Pub House
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Service Quality in Academic Libraries (Contemporary Studies in Information Management, Policies & Services)
Peter Hernon, Ellen Altman
Praeger
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Assessing Service Quality: Satisfying the Expectations of Library Customers
Peter Hernon, Ellen Altman
American Library Association
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