Subject
Library and Information Sciences,Education
Reference4 articles.
1. Assessing Service Quality;Hernon,1998
2. Yvonna S. Lincoln, “Insights into Library Services and Users from Qualitative Research,” paper presented at Library Research Seminar II, University of Maryland-College Park, November 2, 2001. The paper will also appear in Library & Information Science Research 24 (2002), issue 1.
3. See V. A. Zeithaml, A. Parasuraman, & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
4. An Action Plan for Outcomes Assessment in Your Library;Hernon,2002
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