TY  - BOOK
AU  - Hernon,Peter
AU  - Whitman,John R.
TI  - Delivering satisfaction and service quality: a customer-based approach for libraries 
SN  - 083890789X
U1  - 025.52 
PY  - 2001///
CY  - Chicago, Ill.
PB  - American Library Association
KW  - Consumer satisfaction
KW  - United States
KW  - Reference services (Libraries)
KW  - Management
N1  - Figures. - Tables. - Preface. - Acknowledgements. - 1. Understanding Customer Service. - 2. Understanding Service Quality. - 3. Understanding Customer Satisfaction. - 4. The Framework For Improving Service Quality and Customer Satisfaction Over Time. - 5. Developing and Implementing a Service Plan. - 6. Assessing and Evaluating Satisfaction. - 7. Using Computer Technology to Conduct Surveys. - 8. Analyzing Survey Results. - 9. The Challenges to Being Successful. Bibliography. - Index
ER  -