Service Philosophy Statements in Practice: Motivation, Authorship, and Impact.

Autor:	Moffett, Paul, Weare Jr., William H.
Předmět:	PROFESSIONAL practice CUSTOMER relations MOTIVATION (Psychology) ACADEMIC libraries RESEARCH methodology MATHEMATICAL models INTERVIEWING EXECUTIVES LIBRARY public services QUALITATIVE research QUALITY assurance THEORY QUESTIONNAIRES DESCRIPTIVE statistics SOUND recordings PHILOSOPHY LITERATURE reviews THEMATIC analysis AUTHORSHIP EMPLOYEE participation in management
Zdroj:	Portal: Libraries & the Academy; Oct2022, Vol. 22 Issue 4, p975-994, 20p
Abstrakt:	To improve customer service, some academic libraries have used a service philosophy statement to foster a shared understanding of service standards. The authors conducted semi-structured 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. [ABSTRACT FROM AUTHOR]
Databáze:	Complementary Index
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