..".full of real-world examples and practical suggestions."
..".well-organized, and could easily be used as a textbook for
library students... [T]his book is a useful and targeted approach
to measuring service quality and improving customer satisfaction
for public and academic libraries, and I recommend it for students
and librarians involved in this area."
"Anyone planning a user study or survey would be well advised to
consult Hernon and Whitman before they send out the next
survey!"
"What makes this book especially valuable is the way the authors
provide a context and historical perspective to support and
illustrate the recommendations made. This is an excellent resource
for both beginning and seasoned library directors, with a good
combination of basic library administrative information, and
challenging suggestions for encouraging library service growth and
development."
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