Fish or pickle? Customer service in libraries

Topper, Elisa F.

doi:10.1108/03074800910928612

Cited by 4 publications

(4 citation statements)

References 1 publication

Supporting

Mentioning

Contrasting

Order By: Relevance

“…There was also lack of effective customer service. As Topper (2009) stated good customer service is one of the basic tenets on which libraries operate. Providing excellent customer service entails making every effort to satisfy the customers' requests.…”

Section: Discussionmentioning

confidence: 98%

A Study of the Causes of User Dissatisfaction in Academic Libraries: A Case of University Students in a Developing Country

Hossain

2014

Journal of Library Administration

View full text Add to dashboard Cite

This article investigates students' perceptions and expectations of service quality to understand the causes of dissatisfaction with the services delivered by the university libraries in Bangladesh. A total of 623 usable responses were collected from ten public and private university libraries in the country. The survey data were collected using a modified five dimensional SERVQUALbased questionnaire, consisting of 26 service items. To determine the level of user satisfaction/dissatisfaction with the service items, the study used the disconfirmation theory with slight modification. It was found that users' unrealistically high expectation for quality services is one of the key sources of their dissatisfaction. The other causes of dissatisfaction include lack of user-employee relationships, lack of attention to users' needs, an external communication gap between library and users, lack of attention to enhance staffs' performance, etc. Based on the service deficiencies identified, the study offers some measures that could be used as a way to improve service quality, and thereby user satisfaction.

show abstract

Section: Discussionmentioning

confidence: 98%

A Study of the Causes of User Dissatisfaction in Academic Libraries: A Case of University Students in a Developing Country

Hossain

2014

Journal of Library Administration

View full text Add to dashboard Cite

show abstract

“…Good customer service is one of the basic tenets on which libraries operate. Increasingly libraries have to do “more with less” (Topper, 2009). It is therefore important to ensure that the customer service experience is one of quality for both the user and service provider.…”

Section: Discussionmentioning

confidence: 99%

Library staff development at the University of Auckland Library – Te Tumu Herenga

Adams

2009

Library Management

View full text Add to dashboard Cite

PurposeThis paper aims to describe the approach taken by a staff development committee at a large academic library in New Zealand to reinvigorate professional and personal development. It seeks to examine the processes used, projects carried out and to highlight the outcomes.Design/methodology/approachTo identify training needs, a skills and attributes matrix was developed to which current courses were mapped. Priorities identified in the matrix informed the creation of a programme for which courses were commissioned. An orientation programme for new staff was re‐introduced which included the creation of a new staff development and training web site.FindingsThe approach taken by the Library Staff Development Advisory Group created a sustainable process, whereby staff development could periodically be reviewed. A relevant staff development programme could be created to meet the most important current training needs of staff. Reintroducing an orientation programme was successful – it was well attended and favourably received by staff.Research limitations/implicationsAn in‐depth needs analysis for specialist tasks to identify specific training needs for those areas could be conducted. Measuring the impact of training on services or behaviour has not yet been attempted.Originality/valueThis paper may be useful to any group deciding to review staff development in any workplace and is not restricted to libraries.

show abstract

“…Reed (2010), from Charlotte Mecklenburg Library, describes their online approach to self-paced training models for their staff. Topper (2009) suggests staff development as a way to implement customer service training. West Cheshire College implemented a mandatory program that is required for all NLW 112,7/8…”

Section: Creating Staff Development Committeesmentioning

confidence: 99%

Creating effective staff development committees: a case study

Davis

Lundstrom²

2011

New Library World

View full text Add to dashboard Cite

Purpose-The purpose of this paper is to explore the role of Staff Development Committees (SDC) in the motivation, morale and education of library staff by relying on previous research and by using Utah State University's (USU), Merrill-Cazier Library SDC as a case study. Design/methodology/approach-Discussion and analysis emerge from the documented formation of USU's SDC, including its membership, goals, and evaluative practices, especially as it relates to current research in this area. Informal staff comments regarding benefits and limitations of the committee are included. Findings-Staff development has been approached from various perspectives. Most programs form as the results of formal or informal needs assessments. Goals for the program, or for the resulting staff development committee, vary and fluctuate depending on the time-specific needs of the library. Successful elements of USU's SDC include its emphasis on building interdepartmental relationships and its ability to elicit feedback from every level of the library. Challenges include having clearly defined goals and meeting a variety of individual and institutional needs through the creation of related events and activities. Practical implications-This paper provides ideas on forming a staff development committee, including examples for specific events and activities. It details how to structure membership and explores literature relating to designing and implementing institutional goals for staff development. Originality/value-Many studies lack a comprehensive literature review that focuses on the scope and purpose of Staff Development Committees. Our paper combines a literature review with an explanation of how USU's Library created a Staff Development Committee to fill certain library-wide goals, including challenges and benefits that emerged as a result.

show abstract

Fish or pickle? Customer service in libraries

Cited by 4 publications

References 1 publication

A Study of the Causes of User Dissatisfaction in Academic Libraries: A Case of University Students in a Developing Country

A Study of the Causes of User Dissatisfaction in Academic Libraries: A Case of University Students in a Developing Country

Library staff development at the University of Auckland Library – Te Tumu Herenga

Creating effective staff development committees: a case study

Contact Info

Product

Resources

About