na INLIS000000000042509 20220730104500 0010-0119007422 220730 g 0 eng Listening to the customer / Peter Hernon and Joseph R. Matthews HERNON, Peter Santa Barbara : Libraries Unlimited, 2011 xiii, 201 p. : ill. ; 25 cm. 978-1-59884-799-4 024:303 HER l Bibl.:p. 181-192 Index: p. 193-199 024:303 LIBRARIES PUBLIC SERVICES PUBLIC RELATIONS MATTHEWS, Peter Hernon 237/2016