Literaturnachweis - Detailanzeige
| Autor/inn/en | Clark, Karlene T.; Walker, Stephanie R. |
|---|---|
| Titel | No More "Magic Aprons": Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries |
| Quelle | In: Journal of Access Services, 14 (2017) 4, S.215-227 (13 Seiten)
PDF als Volltext |
| Sprache | englisch |
| Dokumenttyp | gedruckt; online; Zeitschriftenaufsatz |
| ISSN | 1536-7967 |
| DOI | 10.1080/15367967.2017.1407247 |
| Schlagwörter | Academic Libraries; Library Services; Program Development; Program Implementation; Library Development; Total Quality Management; Change Strategies; North Dakota |
| Abstract | The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that boost morale and foster not only compliance, but initiative-taking and innovation. The CSP became a widely adopted part of campus-wide assessment, beyond the libraries. Subsequent presentations at conferences led to multiple requests and implementation at other libraries. (As Provided). |
| Anmerkungen | Routledge. Available from: Taylor & Francis, Ltd. 530 Walnut Street Suite 850, Philadelphia, PA 19106. Tel: 800-354-1420; Tel: 215-625-8900; Fax: 215-207-0050; Web site: http://www.tandf.co.uk/journals |
| Erfasst von | ERIC (Education Resources Information Center), Washington, DC |
| Update | 2020/1/01 |
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