Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk

Autor/inn/en	Oud, Joanne; Genzinger, Peter
Titel	Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk
Quelle	In: Journal of Access Services, 13 (2016) 2, S.112-130 (19 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1536-7967
DOI	10.1080/15367967.2016.1161521
Schlagwörter	Library Services; Organizational Change; Library Administration; Administrative Organization; Academic Libraries; Public Colleges; Program Implementation; Program Effectiveness; Foreign Countries; Canada + Suchen Sie Ihr Suchwort? Bibliotheksarbeit; Organisationswandel; College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Ausland; Kanada
Abstract	This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations that excel in customer service. The article identifies key organizational structures that have been shown to support or hinder good service and discusses the process of implementing these structures in practice and the results of an assessment process designed around determining success. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2020/1/01