As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - c

In this book, the author attacks these and other pressing issues facing today's academic librarians. Her trailbrazing strategies centre on keeping the customer'

An introductory text on various aspects of reference services that requires your students to think!An Introduction to Reference Services in Academic Libraries i

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative inst

Building libraries on the bookstore model.