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Selected Works of Jo Bell Whitlatch
Article
Customer service: Implications for reference practice
The Reference Librarian 49/50, 5-24. (1995)
  • Jo Bell Whitlatch, San Jose State University
Link
Abstract
The past decade has seen an increasing emphasis on customer service in business research and management of companies. Two concepts which are very useful in understanding business customer service practices are the service encounter and Total Quality Management. This article discusses these concepts, highlights customer service research and practices in business, and explores the implications for reference service quality.
Keywords
  • customer,
  • service,
  • reference,
  • practice
Disciplines
Publication Date
1995
Publisher Statement
SJSU users: use the following link to login and access the article via SJSU databases.
Citation Information
Jo Bell Whitlatch. "Customer service: Implications for reference practice" The Reference Librarian 49/50, 5-24. Vol. 49/50 (1995)
Available at: http://works.bepress.com/jo_whitlatch/7/