Albrecht, Karl. The Only Thing that Matters: Bringing the Power of the Customer into the Center of Your Business. New York: Harper- Business, c 1992.

American Association of School Libraries. Information Power: Building Partnerships for Learning. Chicago: ALA, 1998.

Anderson, K. and Zemke, R. Delivering Knock Your Socks off Service. (Rev. ed). New York: Amacom.

Baltimore County Public Library. Blue Ribbon Committee, Give 'em What They Want: Managing the Public's Library. Chicago: American Library Association, 1992.

Bell, Chip R. Customers as Partners: Building Relationships that Last. San Francisco: Berrett-Koehler, c 1994.

Cassell, K. A. and Futas, Elizabeth. Developing Public Library Collections, Policies, and Procedures: A How-to-Do-It Manual for Small and Medium Sized Public Libraries. New York: Neal-Schuman, 1991.

Connellan, Thomas K. Sustaining Knock Your Socks Off Service. New York: Amacom, c 1993.

Gross, T. S. Positively Outrageous Service. New York: Warner Books, 1994.

Hernon, P. and Whitman, J.R. Delivery Satisfaction and Service Quality: A Customer-based approach for Libraries. Chicago: ALA, 2001.

Nelson, Sandra and Garcia, June. Creating Policies for Results: From Chaos to Clarity. Chicago: ALA, 2003. Pages 156-157.

Sandy, John H. By Any Other Name, They're Still Our Customers. American Libraries 28, no. 7 (August 1997) 43-45.

Sharp, Kevin. Know Thy Customer!: How to follow Marketing's First Commandment. Chicago: Dartnell, c 1997.

Smith, Kitty. Serving the Difficult Customer. New York: Neal- Schuman, c 1993.

Tscholhl, John, Achieving Excellence through Customer Service. Englewood Cliffs, NJ: Prentice-Hall, c 1991.

Walter, V.A. Output Measures for Public Library Service to Children. Chicago: ALA, 1992.

Walters, S. Customer Service: A How-to-do-it Manual for Librarians. New York: Neal-Schuman, 1992.

Walters, S. Marketing: A How-To-Do-It Manual for Librarians. New York: Neal-Schuman, 1992.

Weingand, Darlene E., Customer Service Excellence: A Concise Guide for Librarians. Chicago, IL: American Library Association, c 1997.

Willis, M.R. Dealing with Difficult People in the Library. Chicago: ALA, 1999.

Wolfe, L.A. Library Public Relations, Promotions, and Communications: A How-to-do-it Manual. New York: Neal-Schuman, 1997.

Zemke, Ron. Coaching Knock Your Socks Off Service. New York: Amacom, c1997.

Zweizig, D. Output Measures for Public Libraries (Rev. ed). Chicago: ALA, 1987.

Zweizig, D. The Tell it! Manual: The Complete Program for Evaluation Library Performance. Chicago: ALA, 1996.


This bibliography was developed by Mary Moore and revised by Gyneth Slygh, Ph.D. and Peg Werner.


These materials are available on loan through your Regional Public Library System. Check the MNLink Gateway for libraries that own the materials you need.


Return to Library Certification Home Page.