Hernon, P., & Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. American Library Association.
Citace podle Chicago (17th ed.)Hernon, Peter, a John R. Whitman. Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries. Chicago: American Library Association, 2001.
Citace podle MLA (9th ed.)Hernon, Peter, a John R. Whitman. Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries. American Library Association, 2001.
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