APA (7th ed.) Citation

Hernon, P., & Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. American Library Association.

Chicago Style (17th ed.) Citation

Hernon, Peter, and John R. Whitman. Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries. Chicago: American Library Association, 2001.

MLA (9th ed.) Citation

Hernon, Peter, and John R. Whitman. Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries. American Library Association, 2001.