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Whitlatch, J.B.: Customer service : implications for reference practice (1995)
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- Abstract
- The past decade has seen an increasing emphasis on customer service in business research and management of companies. Discusses concepts, highlights customer service research and practices in business, and explores the implications for reference service quality
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Whitlatch, J.B.: Reference services : research methodologies for assessment and accountability (1992)
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- Abstract
- To evaluate and improve reference service librarians must select appropriate methodologies and carefully analyze the data collected. Data collection strategies include quantitative measurements derived from the experimental sciences and qualitative measures derived form the social sciences, including familiar methods such as surveys, questionnaires, interviews and case studies. Discusses these measures in terms of their appropriateness for reference service evaluation with citations to published studies
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Whitlatch, J.B.: ¬The role of the academic reference librarian (1990)
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Whitlatch, J.B.: Unobtrusive studies and the quality of academic library reference services (1989)
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