The term 'customer service' is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer ser

As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - c

In this book, the author attacks these and other pressing issues facing today's academic librarians. Her trailbrazing strategies centre on keeping the customer'

An introductory text on various aspects of reference services that requires your students to think!An Introduction to Reference Services in Academic Libraries i

Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care