The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

Discussion of recruiting and hiring minorities in academic libraries focuses on steps needed for the retention of these minorities. Highlights include literature search strategies; mentoring systems; networking within and outside the organization; and supervision, including immediate feedback. (Contains 20 references.) (LRW)