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Publisher: American Library Association
Hernon, Peter, Whitman, John R.
A step-by-step process for identifying needs, improving service quality, evaluating customer satisfaction, and implementing a service plan that keeps patrons in the library.Hernon, Peter is the author of 'Delivering Satisfaction and Service Quality A Customer-Based Approach for Libraries' with ISBN 9780838907894 and ISBN 083890789X.
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