This is an age when a greater message of customer satisfaction has entered people's assessment of worship. The writer finds in The Wind in the Willows a statement of religious experience which helps understand our own desires. He refers to W D Maxwell's Concerning Worship and to John Killinger's Leave it to the Spirit in support of his thesis that even those who advocate the cultivation of the innovative do not start from the 'customer' likes and dislikes but the desire for a genuine encounter between God and his people. He also refers to the third and fourth editions of the Church Hymnary and the 1979 Book of Common Order.
'Liturgy - Giving the Customers What They Want?': Presidential Address
Volume 44 2008/9, p2