Delivering Satisfaction and Service Quality: A Customer-Based Approach for Libraries - Softcover

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Peter Hernon is a professor in the Graduate School of Library and Information Science of Simmons College in Boston. He is the award-winning author of 37 books including Delivering Satisfaction and Service Quality and Assessing Service Quality, which received the Highsmith Library Literature Award in 1999. Hernon is editor-in-chief of the Journal of Academic Librarianship, coeditor of Library & Information Science Research, and founding editor of Government Information Quarterly. Robert E. Dugan is director of the Mildred F. Sawyer Library at Suffolk University in Boston. He has worked in libraries for more than 27 years serving as associate university librarian, state librarian, public library director, and reference librarian. Dugan is the author of more than 40 articles on information policy and the use of technology and has coauthored two books, including U.S. Government on the Web.