A critique of customer and commodity

College and Research Libraries

Volumn 58, Issue 4, 1997, Pages 310-321

  Budd, John M ^a  

^a UNIVERSITY OF MISSOURI   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0031513347     PISSN: 00100870     EISSN: None     Source Type: Journal    
DOI: 10.5860/crl.58.4.309     Document Type: Article

References (42)

1. Suzanne Walters, Customer Service: A How-to-Do-It Manual for Librarians (New York: Neal-Schuman, 1994), 1.
2. Sherman Hayes and Don Brown, "The Library As a Business: Mapping the Pervasiveness of Financial Relationships in Today's Library," Library Trends 42 (winter 1994): 405.
3. Peter Hernon and Ellen Altman, Service Quality in Academic Libraries (Norwood, N.J.: Ablex, 1996).
4. Christopher Millson-Martula and Vanaja Menon, "Customer Expectations: Concepts and Reality for Academic Library Services," College & Research Libraries 56 (Jan. 1995): 34.
5. Carla J. Stoffle, Robert Renaud, and Jerilyn R. Veldof, "Choosing Our Futures," College & Research Libraries 57 (May 1996): 220.
6. Charles Robinson, "Can We Save the Public's Library?" Library Journal 114 (Sept. 1989): 147-52.
7. Anne Woodsworth, "Service à la Your Neighborhood Store," Library Journal 121 (Aug. 1996): 49.
8. Darlene E. Weingand, Customer Service Excellence: A Concise Guide for Librarians (Chicago: ALA, 1997), 2.
9. Ibid., 3.
10. Susan Wehmeyer, Dorothy Auchter, and Arnold Hirshon, "Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan," Journal of Academic Librarianship 22 (May 1996): 179.
11. Walters, Customer Service, 1.
12. David Hawkes, Ideology (London: Routledge, 1996), 169.
13. Stoffle, Renaud, and Veldof, "Choosing Our Futures," 220.
14. Herbert I. Schiller, Culture Inc.: The Corporate Takeover of Public Expression (New York: Oxford Univ. Pr., 1989), 75.
15. George Lakoff, Women, Fire, and Dangerous Things: What Categories Reveal about the Mind (Chicago: Univ. of Chicago Pr., 1987): 84-85.
16. Weingand, Customer Service Excellence, 115.
17. Hugh F. Cline and Loraine T. Sinnott, The Electronic Library: The Impact of Automation on Academic Libraries (Lexington, Mass.: Lexington Books, 1983), 6.
18. Charles D. Emery, Buyers and Borrowers: The Application of Consumer Theory to the Study of Library Use (New York: Haworth Pr., 1993).
19. Donald P. Green and Ian Shapiro, Pathologies of Rational Choice Theory: A Critique of Applications in Political Science (New Haven, Conn.: Yale Univ. Pr., 1994), 14-17.
20. Ibid., 33.
21. Mario Bunge, Finding Philosophy in Social Science (New Haven, Conn.: Yale Univ. Pr., 1996), 365. On pages 382-84, Bunge presents a summary of what he sees as the fatal flaws of rational choice theory.
22. Bernd Frohmann, "The Power of Images: A Discourse Analysis of the Cognitive Viewpoint," Journal of Documentation 48 (Dec. 1992): 368.
23. See, for instance, David W. Lewis, "Economics of the Scholarly Journal," College & Research Libraries 50 (Nov. 1989): 674-88; Michael A. Stoller, Robert Christopherson, and Michael Miranda, "The Economics of Professional Journal Pricing," College & Research Libraries 57 (Jan. 1996): 9-21; Bruce R. Kingma and Philip B. Eppard, "Journal Price Escalation and the Market for Information: The Librarian's Solution," College & Research Libraries 53 (Nov. 1992): 523-35.
24. See, for instance, David W. Lewis, "Economics of the Scholarly Journal," College & Research Libraries 50 (Nov. 1989): 674-88; Michael A. Stoller, Robert Christopherson, and Michael Miranda, "The Economics of Professional Journal Pricing," College & Research Libraries 57 (Jan. 1996): 9-21; Bruce R. Kingma and Philip B. Eppard, "Journal Price Escalation and the Market for Information: The Librarian's Solution," College & Research Libraries 53 (Nov. 1992): 523-35.
25. See, for instance, David W. Lewis, "Economics of the Scholarly Journal," College & Research Libraries 50 (Nov. 1989): 674-88; Michael A. Stoller, Robert Christopherson, and Michael Miranda, "The Economics of Professional Journal Pricing," College & Research Libraries 57 (Jan. 1996): 9-21; Bruce R. Kingma and Philip B. Eppard, "Journal Price Escalation and the Market for Information: The Librarian's Solution," College & Research Libraries 53 (Nov. 1992): 523-35.
26. Karl Marx, Capital: A New Abridgement (New York: Oxford Univ. Pr., 1995), 22.
27. Lewis, "Economics of the Scholarly Journal."
28. Bruce R. Kingma and Gillian M. McCombs, "The Opportunity Costs of Faculty Status for Academic Librarians," College & Research Libraries 56 (May 1995): 258-64.
29. Georg Lukacs, History and Class Consciousness: Studies in Marxist Dialectics, trans. Rodney Livingstone (Cambridge, Mass.: MIT Pr., 1971), 86.
30. Hernon and Altman, Service Quality in Academic Libraries, 1-2.
31. Malcolm Getz, "Analysis and Library Management," in Academic Libraries: Research Perspectives, eds. Mary Jo Lynch and Arthur Young (Chicago: ALA, 1990), 192.
32. Ibid., 194.
33. Sara Schoonmaker, "Trading On-Line: Information Flows in Advanced Capitalism," Information Society 9 (Jan.-Feb. 1993): 47.
34. Dion Dennis, "License and Commodification: The Birth of an Information Oligarchy," Humanity and Society 17 (Feb. 1993): 64.
35. Schiller, Culture Inc., 80.
36. Janet Dagenais Brown, "Using Quality Concepts to Improve Reference Services," College & Research Libraries 55 (May 1994): 213.
37. Jean Baudrillard, Jean Baudrillard: Selected Writings, ed. Mark Poster (Stanford, Calif.: Stanford Univ. Pr., 1988), 22.
38. Emery, Buyers and Borrowers, 20.
39. Aatto J. Repo, "The Value of Information: Approaches in Economics, Accounting, and Management Science," Journal of the American Society for Information Science 40 (Mar. 1989): 82.
40. Michel Foucault, The Archaeology of Knowledge and the Discourse on Language, trans. A. M. Sheridan Smith (New York: Pantheon Books, 1972), 219.
41. Jean-François Lyotard, The Postmodern Condition: A Report on Knowledge, trans. Geoff Bennington and Brian Massumi (Minneapolis: Univ. of Minnesota Pr., 1984), 4-5.
42. Hawkes, Ideology, 138.