Albrecht, Karl. The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business. 1st ed. New York, Harper Business, 1992. 240 p.
Customer Centering: The New Quality Imperative, pp 1-22.
Creating Customer Value: How the Best Do It, pp 63-86.
Seven Tools for Customer-Centered Process Improvement, pp 219-230.
Book call no.: 658.834 A341o

Albrecht, Karl and Zemke, Ron. Service America! Doing Business in the New Economy. New York, Warner, 1985. 203 p.
Book call no.: 658.00973 A341s

American Society for Training and Development. How to Provide First-Rate Customer Service. Alexandria, VA, American Society for Training and Development, 1993. 19 p.
Book call no.: 658.312404 A5121 no.9301

Anderson, Kristin and Zemke, Ron. Delivering Knock Your Socks Off Service. New York, Amacom, 1991. 136 p.
Book call no.: 658.812 A547d

Baggett, Byrd. Satisfaction Guaranteed: 236 Ideas to Make Your Customers Feel Like a Million Dollars. Nashville, TN, Rutledge Hill Press, 1994. 1 vol.
Book call no.: 658.812 B144s

Bhote, Keki R. Next Operation as Customer (NOAC): How to Improve Quality, Cost, and Cycle Time in Service Operations. New York, AMA Membership Publications Division, 1991. 112 p.
Book call no.: 658.812 B575n

Blueprints for Service Quality: The Federal Express Approach. New York, AMA Membership Publications Division, American Management Association, 1991. 81 p.
Book call no.: 338.044 B658

Bly, Robert W. Keeping Clients Satisfied: Make Your Service Business More Successful and Profitable. Englewood Cliffs, NJ, Prentice Hall, 1993. 275 p.
Book call no.: 658.812 B661

Butterfield, Ronald W. Quality Service Pure and Simple: A Primer for Improving Service in Your Organization. Milwaukee, Quality Press, 1991. 77 p.
Book call no.: 658.812 B988q

Clemmer, Jim and Sheehy, Barry. Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance. Homewood, IL, Business One Irwin, 1992. 392 p.
Book call no.: 658 C626f

Connellan, Thomas K. and Zemke, Ron. Sustaining Knock Your Socks Off Service. New York, AMACOM, 1993. 176 p.
Book call no.: 658.812 C752s

Desatnick, Robert L. Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization. 1st ed. San Francisco, Jossey-Bass, 1987. 163 p.
Book call no.: 658.812 D441m

Dutka, Alan F. AMA Handbook for Customer Satisfaction: Research, Planning and Implementation. Chicago, American Marketing Association, 1993. 231 p.
Addresses surveys, questionaires, etc in depth.
Book call no.: 658.812 D976a

Fliehman, Deborah G. and Auld, David D. Customer Retention Through Quality Leadership: The Baxter Approach. Milwaukee, WI, ASQC Quality Press, 1993. 233 p.
Book call no.: 658.812 F621c

Gale, Bradley T. Managing Customer Value: Creating Quality and Service that Customers Can See. New York, Free Press, 1994. 424 p.
Book call no.: 658.812 G151m

Hayes, Bob E. Measuring Customer Satisfaction: Development and Use of Questionnaires. Milwaukee, WI, ASQC Quality Press, 1992. 165 p.
Book call no.: 658.812 H417m

Lefevre, Henry L. Quality Service Pays: Six Keys to Success. Milwaukee, Quality Press, 1989. 363 p.
Book call no.: 658.562 L493q

Peters, Thomas J. Thriving on Chaos: Handbook for Management Revolution. New York, Knopf, 1988. 561 p.
Creating Total Customer Responsiveness, pp 47-190.
Book call no.: 658 P483t 1988

Rosander, A. C. Deming's 14 Points Applied to Services. Milwaukee, Quality Press, 1991. 148 p.
Book call no.: 658.562 R788d

Teboul, James. Managing Quality Dynamics. Englewood Cliffs, NJ, Prentice-Hall, 1991. 249 p.
Quality in Services, pp 157-181.
Book call no.: 658.562 T254m

Tjosvold, Dean. Teamwork for Customers: Building Organizations that Take Pride in Serving. San Francisco, Jossey-Bass, 1993. 193 p.
Book call no.: 658.812 T625t

Townsend, Patrick L. and Gebhardt, Joan E. Commit to Quality. New York, Wiley, 1986. 189 p.
Discusses the quality improvement process in a service organization.
Book call no.: 658.562 T749c

Zeithaml, Valarie A. and others. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York, Free Press, 1990. 226 p.
Book call no.: 658.812 Z48d

Zemke, Ron. The Service Edge: 101 Companies that Profit from Customer Care. New York, Penguin, 1990. 584 p.
Book call no.: 658.812 Z53s

Zemke, Ron and Bell, Chip R. Service Wisdom: Creating and Maintaining the Customer Service Edge. Minneapolis, Lakewood Books, 1989. 344 p.
Covers topics about listening and responding to the customer, defining a service strategy, creating a service culture, recognizing and rewarding accomplishment, training and empowering people, and overcoming customer disappointment.
Book call no.: 658.812 S491

CUSTOMER SERVICE -- PERIODICALS

Azzolini, Mary and Shillaber, James. Internal Service Quality: Winning from the Inside Out. Quality Progress 26:75-78 Nov '93.

Butterfield, Ronald W. Deming's 14 Points Applied to Service. Training 28:50-54+ Mar '91.

Caldwell, Lawrence J. To Serve a Customer Is to Touch a Life. Quality Progress 26:117-118 Nov '93.

Graessel, Bob and Zeidler, Pete. Using Quality Function Deployment to Improve Customer Service. Quality Progress 26:59-63 Nov '93.

Heilbrunn, Jeffrey. Customer Satisfaction: It Starts and Ends with People. Quality Observer 3:1+ Feb '94.

Lyons, Michael C. and Alexander, James A. Distributors in Many Industries Learn a Lesson about Customer Service. Quality Progress 26:109-114 Nov '93.

McLaurin, Donald L. and Bell, Shareen. Making Customer Service More than Just a Slogan. Quality Progress 26:35+ Nov '93.
Offers a four-step model for analyzing customer requirements

Persico, John, Jr. Principles of Quality Customer Service. Quality Observer 3:7-8 Dec '93.
Discusses ten customer service principles

Persico, John Jr. The Three Dimensions of Customer Quality. Quality Observer 3:11-12+ Feb '94.

Ratcliffe-Smith, John and Brooks, Roger. Service from Within. TQM Magazine 5:41-43 Oct '93.
'To be truly effective, customer service needs to start with satisfying internal customers'

Sheridan, Bruce M. Changing Service Quality in America. Quality Progress 26:97-102 Dec '93.

Simmerman, Scott J. Achieving Service Quality Improvements. Quality Progress 26:47-49 Nov '93.
Discusses the need for vision, commitment, and empowerment and how apathetic employees affect quality

Sinha, Madhav N. Winning Back Angry Customers. Quality Progress 26:53-56 Nov '93.

Skrabec, Quentin R., Jr. Get All Employees Involved in Satisfying Customers. Quality Progress 26:87-89 Nov '93.

Allan, Ferne C. Benchmarking: Practical Aspects for Information Professionals. Special Libraries 84:123-130 Summer '93.

Berry, John. Austin Public Library. Library Journal 118:30-33 Jun 15 '93.
The Austin Public Library has won the Library of the Year Award sponsored by Gale Research and the Library Journal. It has been using total quality management concepts to provide better service

Birdsall, Douglas and Hensley, Oliver D. A New Strategic Planning Model for Academic Libraries. College & Research Libraries 55:149-159 Mar '94.

Brown, Janet Dagenais. Using Quality Concepts to Improve Reference Services. College & Research Libraries 55:211-219 May 1994.

Daniel, Evelyn H. Quality Control of Documents. Library Trends 41:644-664 Spring '93.

Duffek, lizabeth and Harding, Warren. Quality Management in the Military: An Overview and Case Study. Special Libraries 84:137-141 Summer '93.

Fitch, Donna and others. Turning the Library Upside Down: Reorganization Using Total Quality Management Principles. Journal of Academic Librarianship 19:294-299 Nov '93.

Integrating Total Quality Management in a Library Setting. Journal of Library Administration, nos.1-2, 18:entire issue '93.
Offers fourteen articles on TQM and libraries.

Lawes, Ann. The Benefits of Quality Management to the Library and Information Services Profession. Special Libraries 84:142-146 Summer '93.

Mackey, Terry and Mackey, Kitty. 'Think Quality: The Deming Approach Does Work in Libraries'. Library Journal 117:57-61 May 15 '92.

Mathieson, Kieran and Wharton, T. J. Are Information Systems a Barrier to Total Quality Management? Journal of Systems Management 44:34-38 Sep '93.

Miller, Rush G. and Stearns, Beverly. Quality Management for Today's Academic Library. College & Research Libraries News 55:406+ Jul-Aug '94.

O'Neil, Rosanna M. and others. A Total Look at TQM: A TQM Perspective from the Literature of Business, Industry, Higher Education, and Librarianship. Library Administration & Management 7:244-254 Fall '93.

Riggs, Donald E. Managing Quality: TQM in Libraries. Library Administration & Management 7:73-78 Spring '93.

Shaughnessy, Thomas W. Benchmarking, Total Quality Management, and Libraries. Library Administration & Management 7:7-12 Winter '93.

St Clair, Guy. The Future Challenge: (Quality) Management and Measurement. Special Libraries 84:151-154 Summer '93.
Obtaining management involvement and devising accurate measurements of service are the two major challenges in the application of total quality management in library and information services work

Stuart, Crit and Drake, Miriam A. TQM in Research Libraries. Special Libraries 84:131-136 Summer '93.