An investigation into customer service policies and practices within the Scottish college library sector: A comparison between the customer service exemplars from the retail sector with current Scottish college library practice

Abstract

The aim of this research project was to investigate the customer care methods within the Scottish college library sector. The researcher sought to compare examples of the customer care and service policies and practices from the sector with exemplars of good customer service from the retail sector. A qualitative, grounded theory approach was taken. Models of good practice were identified from published literature and from within the retail sector. Interviews were undertaken with a number of Scottish college librarians to determine if good practice existed already within the Scottish college sector. Analysis showed that high quality customer service models were present within the sector.

Performance evaluation of service quality and user satisfaction in selected Zimbabwe university libraries.

“…Such evaluations could provide a basis for growth, quality improvement, and independent assessment of achievement. University libraries may also use methodologies and best practices from a range of industries, such as banks and the hotel industry, offering customer service (Paterson, 2011). The evaluations indicated earlier assistance in locating critical information for establishing a best practice model appropriate for a specific library.…”