Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan.

Wehmeyer, Susan; And Others

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Peer reviewed

ERIC Number: EJ526294

Record Type: Journal

Publication Date: 1996

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0099-1333

EISSN: N/A

Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan.

Wehmeyer, Susan; And Others

Journal of Academic Librarianship, v22 n3 p173-80 May 1996

Contends that the corporate literature on customer service is significantly applicable to academic libraries, and chronicles the development, implementation, and evaluation of a customer pledge at the Wright State University Libraries in Dayton, Ohio. The text of the fall 1995 version of the service pledge is appended. (BEW)

Descriptors: Academic Libraries, Higher Education, Improvement Programs, Library Policy, Library Services, Library Standards, Policy Formation, Program Development, Program Implementation, Theory Practice Relationship, User Satisfaction (Information), Users (Information)

Publication Type: Reports - Descriptive; Journal Articles

Education Level: N/A

Audience: N/A

Language: English

Sponsor: N/A

Authoring Institution: N/A

Grant or Contract Numbers: N/A