id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-15119	Lancaster, F. W.	Hernon, Peter, and Ellen Altman. Service Quality in Academic Libraries. Norwood, N.J.: Ablex, 1996. 187p. $24.50, paper. ISBN 1-56750-210-5. LC 95-42989.	1997	2	.pdf	application/pdf	1809	124	46	It is also doubtful that library us- ers can really respond meaningfully to some of the points (e.g., “The informa- tion you get from library books and pe- riodicals is accurate”) and at least one of the questions is completely ambigu- ous: “Library staff understand the in- formation for which you are looking” presumably means “Library staff un- derstand what you are looking for,” which is quite different from the point as stated. They also are prone to wild asser- tions that they fail to substantiate, such as “thinking of library users as custom- ers is a new concept for many librar- ians.”	cache/crl-15119.pdf	txt/crl-15119.txt