Hernon, P., Altman, E., & Dugan, R. E. (2015). Assessing service quality: Satisfying the expectations of library customers (Third edition.). ala editions, an imprint of the American Library Association.
Chicago-referens (17:e uppl.)Hernon, Peter, Ellen Altman, och Robert E. Dugan. Assessing Service Quality: Satisfying the Expectations of Library Customers. Third edition. Chicago, [Illinois]: ala editions, an imprint of the American Library Association, 2015.
MLA-referens (9:e uppl.)Hernon, Peter, et al. Assessing Service Quality: Satisfying the Expectations of Library Customers. Third edition. ala editions, an imprint of the American Library Association, 2015.
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