Literaturnachweis - Detailanzeige
| Autor/inn/en | Moffett, Paul; Weare, William H., Jr. |
|---|---|
| Titel | Service Philosophy Statements in Practice: Motivation, Authorship, and Impact |
| Quelle | In: portal: Libraries and the Academy, 22 (2022) 4, S.975-994 (20 Seiten)
PDF als Volltext |
| Sprache | englisch |
| Dokumenttyp | gedruckt; online; Zeitschriftenaufsatz |
| ISSN | 1531-2542 |
| Schlagwörter | Academic Libraries; User Satisfaction (Information); Library Services; Institutional Mission; Standards; Public Service; Models; Program Implementation; Position Papers |
| Abstract | To improve customer service, some academic libraries have used a service philosophy statement to foster a shared understanding of service standards. The authors conducted semistructured interviews with heads of public services at academic libraries to understand how the service philosophy statement was used in practice and its impact on staff behavior and service quality. Findings indicated that the statement indeed helped staff cultivate a shared understanding, that public service leaders displayed a macro-level understanding of how a statement influences their service culture, and that there is no agreed-upon model for implementation. (As Provided). |
| Anmerkungen | Johns Hopkins University Press. 2715 North Charles Street, Baltimore, MD 21218. Tel: 800-548-1784; Tel: 410-516-6987; Fax: 410-516-6968; e-mail: jlorder@jhupress.jhu.edu; Web site: https://www.press.jhu.edu/journals/list |
| Erfasst von | ERIC (Education Resources Information Center), Washington, DC |
| Update | 2024/1/01 |
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