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| Main Author: | |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1995
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ508693 |
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Table of Contents:
- Customer Service: Implications for Reference Practice. Whitlatch, Jo Bell Business Administration Institutional Research Library Administration Library Services Reference Services Total Quality Management User Needs (Information) The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference service quality are explored. (70 references) (Author/AEF)