Assessing Service Quality : Satisfying the expectations of library customers
Peter Hernon
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The Facet Performance Measurement and Metrics Collection
Sharon Markless
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Assessing Service Quality : Satisfying the Expectations of Library Customers
Peter Hernon
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Coming of Age in Reference Services : A Case History of the Washington State University Libraries
Linda S Katz
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Cooperative Reference : Social Interaction in the Workplace
Linda S Katz
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Outreach Services in Academic and Special Libraries
Linda S Katz
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