Introduction (D.E. Williams). Measuring service quality in libraries (M.D. White). Clarity, consistency, and currency: a report on the Ohio "Measuring Library Services" project (C. Van Fleet, F. Haley). Customer service training in Ohio academic libraries (E.L. Plummer). Professionals without degrees: rural librarians defining themselves (M.C. Bushing). Managing in the information age: new rules for a new reality (R. McBeth). Case study observations on the impact of computer technology on organization structure in college libraries (E.J. O'Hara). Librarians in split positions with both technical and public services responsibilities: the University of Arizona library experience (C.E. Kollen et al.). Measuring the effects of change in a library work environment following a client-focused reengineering effort (K.M. Webb, K. Moore). A contingency approach to explore the relationships among structure, technology, and performance in academic library departments (Hweifen Weng). About the contributors.