Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition by Peter Hernon, Ellen Altman, Robert E. Dugan

Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition

Peter Hernon, Ellen Altman, Robert E. Dugan

234 pages • first pub 1998 (editions)

nonfiction informative medium-paced
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Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries. The authors examine service ...

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