The corporate literature on customer service has much to offer academic libraries. A customer service plan can improve customer relations, improve internal operations, and empower the front line staff to meet customer needs. This article explores the practical aspects of the development of a service pledge at the Wright State University Libraries.
& Hirshon, A.
(1996). Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan. Journal of Academic Librarianship, 22 (3), 173.