00494    a2200169   4500001000700000003000400007005001700011008004100028020001800069082001600087100001800103245011400121260004100235300001000276630002000286700001800306132719OSt20220211144256.0                                          a9788170005766  a025.5bH43A1 aHernon, Peter1 aAssessing service quality : satisfing the expectations of library customerscby Peter Hernon and Ellen Altman  aNew DelhibEss Ess Publicationc2009  a243p.  aLibrary Science  aAltman, Ellen