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@article{DBLP:journals/libt/HernonN01,
author = {Peter Hernon and
Danuta A. Nitecki},
title = {Service Quality: A Concept Not Fully Explored},
journal = {Library Trends},
volume = {49},
number = {4},
year = {2001},
ee = {http://alexia.lis.uiuc.edu/puboff/catalog/trends/49_4abs.html\#hernon_nitecki},
bibsource = {DBLP, http://dblp.uni-trier.de}
}
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