@article{41de4b70c02211db9769000ea68e967b,
title = "Improving Library Users' Perceived Quality, Satisfaction and Loyalty: An Integrated Measurement and Management System",
keywords = "Kundetilfredshed, Brugerunders{\o}gelser, Forskningsbiblioteker, Handelsh{\o}jskolens Bibliotek i K{\o}benhavn",
author = "Anne Martensen and Lars Gr{\o}nholdt",
year = "2003",
language = "English",
volume = "29",
pages = "140--147",
journal = "Journal of Academic Librarianship",
issn = "0099-1333",
publisher = "Pergamon Press",
number = "3",
}