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*1001 $aHernon, Peter$0(NO-TrBIB)90070783$_57225900
*24510$aAssessing service quality :$bsatisfying the expectations of library customers$cPeter Hernon and Ellen Altman
*260  $aChicago$bAmerican Library Association$c1998
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*7001 $aAltman, Ellen$0(NO-TrBIB)90943239$_57226200
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