BU 176:
Customer Service

Instructor: R. Schmidt
Librarians: S. Williford
Augusta R. Kolwyck Library
http://library.chattanoogastate.edu
Chattanooga State Technical
Community College
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 |
| Entrepreneurs Desk Reference | Ref HB 615 .A72 |
| Entrepreneurs 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
Use quotation marks around search phrases like:
customer services customer loyalty
customer relations relationship marketing

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.
Websites (check back later)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.
Search Engines
Search: Advanced SearchEvaluating 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 UniversityPlagiarism: What It Is and How to Recognize and Avoid It
Writing Tutorial Services, Indiana University
Questions or comments? Call
423.697.4436 or email
reference@chattanoogastate.edu
Created by Sandra Williford. Last updated 10.13.06