Saying what we will do, and doing what we say: Implementing a customer service plan

被引：13

作者：

Wehmeyer, S

Auchter, D

Hirshon, A

机构：

[1] WRIGHT STATE UNIV,PAUL LAURENCE DUNBAR LIB,DAYTON,OH 45435

[2] LEHIGH UNIV,BETHLEHEM,PA 18015

来源：

JOURNAL OF ACADEMIC LIBRARIANSHIP | 1996年 / 22卷 / 03期

关键词：

D O I：

10.1016/S0099-1333(96)90055-5

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

The corporate literature on customer service has much to offer academic libraries. A customer service plan can improve customer relations and internal operations, and empower the frontline staff to meet customer needs. This article explores the practical aspects of the development of a service pledge at the Wright State University Libraries.

引用

页码：173 / 180

页数：8

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