BU 176:  Customer Service   
Instructor:  R. Schmidt                  Librarians: S. Williford

Augusta R. Kolwyck Library     http://library.chattanoogastate.edu 
Chattanooga State Technical Community College


 Books | Databases | Websites | Extras

Tip:  Use Ctrl-w keystroke combination to easily close browser windows

Textbook http://www.mhhe.com/lucas05/

Reference Books     . . . a good starting place for gathering background information

American Generations: Who They Are. How They Live Ref HC 110 .C6 M545
American Marketplace (in LexisNexis Academic and in print) Ref H A 214 .A512
Demographics of the U.S.: Trends and Projection Ref HB 849.49 .R875
Encyclopedia of Small Business  (ebook and in print) Ref HD 62.7 .H553
Entrepreneur’s Desk Reference Ref HB 615 .A72
Entrepreneur’s Ultimate Start-up Directory Ref HD 62.5 .S742
Ultimate Small Business Guide Ref HD 2340.8 .U48

More Books . . . to check out and take home or access online through NetLibrary eBook Collection 

   

 

  Books that you can check out will look like:

   

  Books from the NetLibrary eBook Collection will appear in the catalog as an "electronic resource."
   (Click the title and follow the links.  Library's username and password are needed to access ebooks off-campus.)

   

Databases   . . .  Off-campus access requires a Username and Password.

Database Search Tips:
    Use an asterisk (*) for varied word endings.
    E.g.  satisf* retrieves satisfy, satisfied satisfies, satisfaction etc.  

    Use "and" between keywords for articles including all search terms.
    E.g.  "customer services" and "electronic commerce"

    Use "or" for either search term(s) and enclose in parentheses.
    E.g.  (e-commerce or ecommerce or "electronic commerce")  E.g. (policy or policies or procedur*)  
  

InfoTrac OneFile Plus - articles from business magazines and journals
    Try your topic, then narrow by subdivision.

 

MasterFILE Premiere   - magazine and journal articles [tour]

LexisNexis® Academic  - newspapers, business sources, law reviews, legal news, etc.   [tour]
    Try the "Business" category option.  Use an exclamation point for varied word endings.

 

Websites 
(check back later)

 

Search Engines

    Google Search:  Advanced Search  

    Evaluating Web Pages - Duke University

Extras

MLA Citation Examples for Electronic Databases  and Websites

Our College Reading and Writing Center offers citation and writing assistance.

You Quote It, You Note It (animated tutorial)
Vaughan Memorial Library, Acadia University

Plagiarism:  What It Is and How to Recognize and Avoid It
Writing Tutorial Services, Indiana University