Contents
[hidetoc]WWW SITES
- American Productivity and Quality Center
- Baldrige National Quality Program Assistance for organizations to improve performance using Malcolm Baldrige framework
- Benchnet: The Benchmarking Exchange
- Better Business Bureau BBB Online
- Business.gov The official business link to the US government
- Business Know-How.com Has a search feature
- Call Centre Managers Forum
- Center for Business Planning Provides online examples
- Center for Customer Driven Quality Research and education organization
- CRM Today Customer relationship management articles, case studies, news and events
- Customer Care Institute Serving professionals in the field
- Destination CRM
- For Charities and Donors From the BBB Wise Giving Alliance, which evaluates charities and promotes responsible giving
- Foundation Center
- Catalog of Nonprofit Literature The Foundation Center's Online Catalog with Abstracts
- Give Spot Philanthropy and volunteer resources
- Guidestar: The National Database of Nonprofit Organizations
- Harvard Business for Educators: Case Studies
- HR.BLR.com Including a Human Resources Library
- HR- Guide
- HR-Village.com
- Human Resources From Inc.com
- Idealist Over 14,000 informational
pages on charitable organizations
- Nonprofit FAQ from Idealist.org
- IT Service Management Institute
- Management Assistance Program for Nonprofits Including Free Management Library
- National Food Service Management Institute
- Network for Good Volunteer and charity links
- Nextslm.org Service Level Management IT Community; includes many articles
- Nonprofit Good Practice Guide Articles, resources, standards
- onPhilanthropy A global resource for non-profit professionals
- Quality Service Marketing Blog
- Support Industry.com Free membership
- Tax Information for Charities & Other Non-Profits From the Internal Revenue Service
- TelePlaza Directory of call center related web sites
- Yahoo!: Business and Economy
ASSOCIATIONS
- AARM: Association for the Advancement of Relationship Marketing
- AFSM: Association for Services Management International
- ASP: Association of Support Professionals
- ASTI: Association of TeleServices International
- CRMA: Customer Relationship Management Association Building better customer relationships
- CSBA: Customer Service Benchmarking Association Association of companies that provide benchmarking services
- HDI: Help Desk Institute Association for Help Desk and Support Professionals
- ICSA: International Customer Service Association
- NASM: National Association of Service Managers
- National Human Resources Association
- SOCAP International: Society of Customer Affairs Professionals in Business
COMPANIES WITH SERVICE SOLUTIONS
- ACA Group Includes some articles on service improvement
- Achieve Global Performance improvement consultants
- Best Practices, LLC Services for a fee
- The Business Research Lab
- Cayuga Hospitality Advisors On-Line Companies and services for quality assurance in hospitality
- Chic Hospitality Consulting Services
- CRM Xchange Customer relationship management
- Customer Sat Feedback solutions to improve customer satisfaction
- Customer Service Group Materials and resources, some free
- Customer Service Training From Moran Consulting
- Customer Value, Inc. Competitive marketing strategy: measure customers' needs and wants
- Disney Institute: Quality Service
- Gartner Leadership and consulting services
- Gasparovic Group, Inc. Helps clients implement winning service strategies
- Hahn Consulting Services, sales and marketing experts; Includes great articles
- Harte-Hanks Direct and target marketing company
- Hotel Online
- Impact Learning Systems For training
- International Quality and Productivity Center Sponsors conferences and seminars
- J.D. Power Consumer Center Global marketing information services firm
- Measure X For increased business performance
- Patricia Seybold Group Strategic consultants
- Peppers & Rogers Group Consulting
- Price Waterhouse Coopers
- ProEdge Skills Includes some free customer service articles
- ProModel Decision making tools for custom productivity improvement
- Resource Center for Customer Service Professionals Publications and seminars
- Rockbridge Associates, Inc Custom market research firm
- Service Quality Institute
- Technical Assistance Research Programs (TARP) For customer insight
- TPC Training Systems Technical training for industry
- Verint and Witness Systems For customer intelligence
STOUT LIBRARY CATALOG
Use the Stout Library Catalog to identify books and audiovisual materials about your topic. Use a keyword guided search and then click on the Long View. You can then explore any of the listed subject headings by selecting the link. Some examples of keywords you can use are:
- SERVICE INDUSTRIES
- CUSTOMER SERVICES
- MANAGEMENT
- HUMAN SERVICES
A good series of basic books on the service sector are those published by the National Center for Nonprofit Board. Use a keyword guided search by publisher name to locate.
ENCYCLOPEDIAS AND DICTIONARIES
- Credo Reference (formerly XreferPlus) Several dictionaries and encyclopedias related to Service Management are available primarily in the Business topical area
Print Sources Available in the University Library
- Dictionary of Nonprofit Terms and Concepts REF HD2769.15 .S63
- Encyclopedia of American Industries REF HC102 .E53
- Encyclopedia of Emerging Industries REF HD2324 .E539x
- Encyclopedia of Global Industries REF HD2324 .E53
- Encyclopedia of Health Care Management REF RA971 .E52
- Encyclopedia of Management REF HD30.15 .E49
- Encyclopedia of Small Business REF HD62.7 .H553
- International Encyclopedia of Business and Management REF HF1001 .I53
- International Encyclopedia of Hospitality Management REF TX905 .I67
DIRECTORIES
- Associations
Unlimited Online version of Encyclopedia of Associations
- BizWeb
- Call Center Vendors and Suppliers
- Corporate Information Search over 350,000 companies, countries, industries, and by U.S. state
- Corporation for National and Community Service
- Hoover's Company Records
From ProQuest
- Yahoo!: Business and Economy Directory
Print Sources Available in the University Library
- Blue Book Research Services Directory REF HF5415.2 .B68x
- Consultants and Consulting Organizations Directory REF HD 69.C6 C647
- Dun's Directory of Service Companies REF HD9981.3 .D86
- Encyclopedia of Associations REF HS17 .G332
- National Directory of Nonprofit Organizations REF AS29.5 .N38
- Wisconsin Business Service Directory REF T12.W57 W572x
- Other state service directories can also be found in Ref T12 area
HANDBOOKS, ALMANACS, AND GUIDES
- Franchise Handbook: On-Line
- Franchise Opportunities.com
- Human Resources Forms From Entrepreneur.com
- NAICS North American Industry Classification System
- Standard Industrial Classification System Search
- U.S. Small Business Administration
Print Sources Available in the University Library
- Business Plans Handbook REF HD62.7 .B865
- Dictionary of Business REF HF1002 .C59
- Gower Handbook of Customer Service HF5415.5 .G69
- Information, Finance & Services USA REF HD9981.4 .I53
- Handbook of Services Marketing & Management HD9980.5 .H36
- Services Marketing Management REF HD9980.5 .K375
INDEXES AND DATABASES
Use the Indexes and Databases to identify articles in journals, magazines, and newspapers. Many indexes provide full text articles.
- EBSCOHost
- Academic Search
- Business Source Elite
- Corporate ResourceNet
- Hospitality and Tourism Complete
- Masterfile
- Professional Development Collection
- Regional Business News
- Emerald Library
- FirstSearch
- Business and Industry
- Business and Management Practices
- Business Dateline
- leisuretourism Citations and abstracts
- Lexis-Nexis: Academic Select "Business" or "News" tabs
- Newsbank Newsfile
- Proquest
- ABI/Inform
- Proquest Newspapers
- Turfgrass Information File (TGIF)
- WilsonWeb
- Business Full Text
- OmniFile Full Text
- Free Library Includes a massive collection of periodicals from hundreds of leading publications.
- Google Scholar Set preferences to Stout to search for full text available through the UW-Stout Library
- Newspapers on the WWW To access current online news, look for sections on business, money, finance or stocks in each newspaper
- Yahoo!:Business News
PERIODICALS
- CCF: Call Centre Focus Customer contact magazine from the UK
- Chronicle of Philanthropy The newspaper of the non-profit world
- CRM Daily
- Emerald Library Full
Text Titles
- Benchmarking: An International Journal
- International Journal of Quality & Reliability Management
- International Journal of Service Industry Management
- Journal of Consumer Marketing
- Journal of Services Marketing
- Leadership and Organization Development Journal
- Managing Service Quality
- Qualitative Market Research
- TQM Magazine
- Training Strategies for Tomorrow
- Gallup Management Journal
- NonProfit Times
- Perceptions & Realities Newsletter on service and relationships
- Service Industries Journal, and Journal of Service Research:
JSR. Search for articles via ABI/Inform
- TechSoup: the Technology Place for Nonprofits
Selected Periodicals Available in the University Library
- Academy of Management Journal
- Cornell Hotel and Restaurant Administration Quarterly
- HR Magazine
- International Journal of Hospitality Managament
- Journal of Consumer Marketing
- Journal of Consumer Research
- Journal of Foodservice Business Research
- Journal of Hospitality and Tourism Research
- Journal of Human Resources
- Journal of Management
- Journal of Quality Assurance in Hospitality and Tourism
- Journal of Service Research
- Journal of Services Marketing
STATISTICS
- American Customer Satisfaction Index
- Census Bureau: Service Annual Survey
- FedStats
- National Center for Charitable Statistics
- Statistical Abstract of the United States or REF HA202 .U53x
- Stat-USA
Comprehensive business, trade and economic data
Print Sources Available in the University Library
- Business Statistics of the United States REF HC101 .A13122
- Business Statistics on the Web REF HF1016 .B47
- Market Share Reporter REF HF5410 .M35
- U.S. Industry & Market Outlook REF HC101 .U56
- World Market Share Reporter REF HF5410 .W67
WWW Search Engines
The search engines that are available on the WWW vary in depth and coverage. Explore the search options to find relevant WWW sites. For a list of available search engines and WWW directories, e.g. Google or Yahoo, use Searching the Web from the Library Home Page.
Citations
To cite online resources in appropriate bibliographic style see: Citing Resources
To organize citations and create bibliographies and papers in APA, MLA and other styles see: RefWorks and Other Citation Management Tools
Last Updated: 04/18/2008 and Last Revised: 4/18/2008
Contact Denise Madland for more information or help on this topic.