Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk
Fuente:
ERIC Institute of Education Sciences
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| Auteurs principaux: | , |
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| Format: | Recurso educativo Open Access |
| Langue: | en |
| Publié: |
2016
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| _version_ | 1867181357395869696 |
|---|---|
| author | Oud, Joanne Genzinger, Peter |
| author_facet | Oud, Joanne Genzinger, Peter Oud, Joanne Genzinger, Peter |
| collection | Education Resources Information Center |
| contents | Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk Oud, Joanne Genzinger, Peter Library Services Organizational Change Library Administration Administrative Organization Academic Libraries Public Colleges Program Implementation Program Effectiveness Foreign Countries 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. |
| format | Recurso educativo Open Access |
| id | eric_EJ1103627 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2016 |
| record_format | eric |
| spellingShingle | Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk Oud, Joanne Genzinger, Peter Library Services Organizational Change Library Administration Administrative Organization Academic Libraries Public Colleges Program Implementation Program Effectiveness Foreign Countries Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk Oud, Joanne Genzinger, Peter Library Services Organizational Change Library Administration Administrative Organization Academic Libraries Public Colleges Program Implementation Program Effectiveness Foreign Countries 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. |
| title | Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk |
| topic | Library Services Organizational Change Library Administration Administrative Organization Academic Libraries Public Colleges Program Implementation Program Effectiveness Foreign Countries |
| url | https://eric.ed.gov/?id=EJ1103627 |