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Peter Hernon

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1) Assessing service quality: satisfying the expectations of library customers

Author

Description

In this third edition, the authors again offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals. They challenge librarians to consider both internal and external customers, and to think about customer service in new ways.

2) The great rescue: American heroes, an iconic ship, and the race to save Europe in WWI

Author

Hernon, Peter

Publisher

HarperCollins Publishers

Pub. Date

[2017]

Description

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When war broke out in Europe in August 1914, the new German luxury ocean liner SS Vaterland was interned in New York Harbor, where it remained docked for nearly three years&;until the United States officially entered the fight to turn the tide of the war. Seized by authorities for the U.S. Navy once war was declared in April 2017, the liner was renamed the USS Leviathan by President Woodrow Wilson, and converted into an armed troop carrier that transported...