1. Assessing Service Quality: Satisfying the Expectations of Library Customers, by Peter Hernon, Ellen Altman, and Robert E. Dugan: Chicago: American Library Association, 2015. 218p. ISBN 978-0-8389-1308-6. $89.95 (softcover). Issue 1 (2nd January 2016) Authors: Loos, Amber Journal: Medical reference services quarterly Issue: Volume 35:Issue 1(2016) Page Start: 132 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗