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Presents an analysis of customer service in an old‐established food manufacturing company against the background of accelerating changes in food retailing. Discusses in detail distribution as an increasingly important function and recommends restructuring of management to give closer integration between functions and closer attention to distribution.

Some libraries and information services are quite definitely user‐centred; some think they are but are not always; some seem to be designed for librarians rather than users. The purpose of this monograph is to encourage the development of libraries to meet the perceived needs of users — I hope it will be found useful by librarians and information workers as well as by students.