Service Philosophy Statements in Practice: Motivation, Authorship, and Impact
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ERIC Institute of Education Sciences
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| Autori principali: | , |
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| Natura: | Recurso educativo Open Access |
| Lingua: | en |
| Pubblicazione: |
2022
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| Soggetti: | |
| Accesso online: | |
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| _version_ | 1867181658922287104 |
|---|---|
| author | Moffett, Paul Weare, William H., Jr. |
| author_facet | Moffett, Paul Weare, William H., Jr. Moffett, Paul Weare, William H., Jr. |
| collection | Education Resources Information Center |
| contents | Service Philosophy Statements in Practice: Motivation, Authorship, and Impact Moffett, Paul Weare, William H., Jr. Academic Libraries User Satisfaction (Information) Library Services Institutional Mission Standards Public Service Models Program Implementation Position Papers 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. |
| format | Recurso educativo Open Access |
| id | eric_EJ1365081 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2022 |
| record_format | eric |
| spellingShingle | Service Philosophy Statements in Practice: Motivation, Authorship, and Impact Moffett, Paul Weare, William H., Jr. Academic Libraries User Satisfaction (Information) Library Services Institutional Mission Standards Public Service Models Program Implementation Position Papers Service Philosophy Statements in Practice: Motivation, Authorship, and Impact Moffett, Paul Weare, William H., Jr. Academic Libraries User Satisfaction (Information) Library Services Institutional Mission Standards Public Service Models Program Implementation Position Papers 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. |
| title | Service Philosophy Statements in Practice: Motivation, Authorship, and Impact |
| topic | Academic Libraries User Satisfaction (Information) Library Services Institutional Mission Standards Public Service Models Program Implementation Position Papers |
| url | https://eric.ed.gov/?id=EJ1365081 |