Library education and employer expectations
editor, E. Dale Cluff
The Haworth Press , 1990
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Remote library users-needs and expectations
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Two short forms of the libqual+survey: assessing users perceptions of library service quality Bruce Thompson,Collen Cook,Fred Heath
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Zeithaml, Valarie A.
Delivering quality service : balancing customer perceptions and expectations
Free Press, 1990.
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Customers are cunsumers of library resources and services or are they? Bonna Jones
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