Assessing Service Quality: Satisfying the Expectations of Library Customers, by Peter Hernon, Ellen Altman, and Robert E. Dugan.

@article{Loos2016AssessingSQ,
  title={Assessing Service Quality: Satisfying the Expectations of Library Customers, by Peter Hernon, Ellen Altman, and Robert E. Dugan.},
  author={Amber Loos},
  journal={Medical reference services quarterly},
  year={2016},
  volume={35 1},
  pages={132-3}
}