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.
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页码：173 / 180
页数：8
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