Customer Service Bibliography
MDMLG Program / February 21, 2002
Albrecht, Karl and Ron Zemke. Service America in the New Economy. New York : McGraw-Hill, 2001.
Bailey, Keith and Karen LeLand. Customer Service for Dummies. Foster City, CA : IDG Books, 1995.
Baird, Kristen. Customer Service in Health Care : A Grassroots Approach to Creating a Culture of Service Excellence. New York : Wiley, 2000.
Berry, Leonard L. Discovering the Soul of Service : The Nine Drivers of Sustainable Business Success. New York : Free Press, 1999.
Brandt, D. Scott. "Capitalizing on Customer Service Redundancies". Computers in Libraries 21 (September 2001) : 61-3. (Available through First Search)
Crossno, Jon E., Brenda Berkins and Nancy Gotcher. "Assessment of Customer Service in Academic Health Care Libraries (ACSAHL) : An Instrument for Measuring Customer Service – ACSAHL vs SERVQUAL at University of Texas Southwestern". Bulletin of the Medical Library Association 89 (April 2001) : 170-6. (Available through PubMed Central)
Customer Service : More Than a Smile. Towson, MD : ALA Video/Library Video Network, 1991.
Fish! : Catch the Energy, Release the Potential. Burnsville, MN : Charthouse International Learning Corporation, 1998.
General Hospitable : Keeping Your Patients Satisfied (And Just Plain Keeping Them!). Carlsbad, CA : CRM Films, 1999.
Goleski, Elaine. "Learning to Say ‘Yes’ : A Customer Service Program for Library Staff". Library Administration & Management. 9 (Fall 1995) : 211-15.
Hernon, Peter and Ellen Altman. Assessing Service Quality : Satisfying the Expectations of Library Customers. Chicago : American Library Association, 1998.
Hernon, Peter and John R. Whitman. Delivering Satisfaction and Service Quality : A Customer-Based Approach for Libraries. American Library Association, 2001.
Heskett, James L., W. Earl Sasser and Leonard A. Schlesinger. The Service Profit Chain : How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York : Free Press, 1997.
It’s a Dog’s World. Carlsbad, CA : CRM Films, 1993.
Kyrillidou, Martha and Fred M. Health. "Measuring Service Quality". Library Trends 49 (Spring 2001) : 549-799. (Individual articles available through First Search)
Leebov, Wendy, Gail Scott and Lolma Olson. Achieving Impressive Customer Service : 7 Strategies for the Health Care Manager. New York : Jossey-Bass, 1998.
Leebov, Wendy and Gail Scott. Service Quality Improvement : The Customer Satisfaction Strategy for Health Care. Chicago : American Hospital Association, 1994.
Leebov, Wendy, Susan H. Afriat and Jeanne Presha. Service Savvy Health Care : One Goal at a Time. Chicago : American Hospital Association, 1998.
Leonicio, Maggie. "Going the Extra Mile : Customer Service With a Smile". The Reference Librarian 72 (2001) : 51-63.
Lubans, John. "To Save the Time of the User : Customer Service at the Millenium". Library Administration & Management 15 (Summer 2001) : 179-82. (Available through First Search)
Miller, Glenn. Customer Service & Innovation in Libraries. Fort Atkinson, WI : Highsmith Press, 1996.
Sherman, Stephanie G. and V. Clayton Sherman. Total Customer Satisfaction : A Comprehensive Approach for Health Care Providers. San Francisco : Jossey-Bass, 1999.
Smith, Kitty. Serving the Difficult Customer : A How-To-Do-It Manual for Library Staff. New York : Neal Schuman, 1994.
St. Clair, Guy. Customer Service in the Information Environment. London : Bowker-Saur, 1993.
Talley, Mary and Joan Axelroth. "Talking About Customer Service". Information Outlook 5 (December 2001) : 6-13. (Available to members on SLA web site)
Telephone Doctor video series -- http://www.telephonedoctor.com
Toch, M. Uri. "The Yin and Yang of Customer Service". Public Libraries 40 (Mar/Apr 2001) : 88-89. (Available through First Search)
Walters, Suzanne. Customer Service : A How-To-Do-It Manaul for Librarians. New York : Neal-Schuman, 1994.
Wehmeyer, Susan, Dorothy Auchter and Arnold Hirshon. "Saying What We Will Do, and Doing What We Say : Implementing a Customer Service Plan". Journal of Academic Librarianship 22 (May 1996) : 173-80. (Available through First Search)
Weingard, Darlene E. Customer Service Excellence : A Concise Guide for Librarians. Chicago : American Library Association, 1997.
Westbrook, Lynn. Identifying and Analyzing User Needs : A Computer Handbook and Ready-To-Use Assessment Workbook. New York : Neal Schuman, 2001.
Zemke, Ron and John A. Woods, eds. Best Practices in Customer Service. New York, AMACOM, 1999.
Mary Jo Durivage