Reviews theory and research findings concerning service organizations, develops a model of the library reference process, and summarizes the results of a partial test of the model in five academic libraries in northern California. The roles of clients and service providers are explored, and variables that influence service outcomes are discussed.…

Describes a survey that profiles faculty use and perceptions of the academic library and identifies specific predictors of faculty perceptions of library performance. Differences by rank and academic area are highlighted, and then used to develop action plans for overall liaison programs and for individual liaisons between libraries and…