Gone FISHin: Maintaining Good Customer Service and Job Satisfaction During Times of Change and Transitions

Trolio, Trudi Di; Nelson, Erika; Ochoa, Marilyn

doi:10.1300/j204v02n01_02

Cited by 6 publications

(3 citation statements)

References 1 publication

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“…This is consistent with the other aforementioned studies, which suggest staff training is central, but not the only determining factor for nurturing service culture; training is geared towards either frontline staff only or all staff, and using various options. For example, George A. Smathers Libraries of the University of Florida used the Fish Philosophy programme to encourage and maintain good customer service by staff during a time of change and transition (Di Trolio, 2004). Brown University also used the Fish Philosophy programme as part of their training program in a three-hour workshop (Topper 2009).…”

Section: Statementioning

confidence: 99%

Nurturing customer service culture in an experience economy: employees' assessment of the UWI, Mona Library service model

Harris

Folkes

Tyrell

et al. 2020

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PurposeIn an experience economy, the alternative options for higher education are varied; resulting in competition and a deliberate focus on student experience to create competitive advantage. In this regard, the various constituents of the university, including the library, are required to transform the organisational culture, specifically, the service culture, to engage students in a way that creates a memorable experience. In response, The UWI, Mona Library re-launched its Customer Service programme: using an in-house inspired 10 element service model, with initiatives aimed at realising each element, the library purposed to build a service culture. This paper seeks to assess employees' perception of the impact of the initiatives of this model.Design/methodology/approachThis survey research employed individual interviews to assess employees' perception of the impact of the initiatives of the service model, with the objective of refining the model, where needed, for continued use in the Mona Library, and for use in libraries desirous of implementing the model.FindingsThe initiatives of the service model are creating the desired customer service culture and aspects have been identified for refinement.Research limitations/implicationsThe model is based on the needs, experiences, history, culture and strategic priorities of one Caribbean university library. It centres on the employees and their perception. As such, it focuses less on the product, space and the external customer; but it is hoped that by focusing on the employees (specifically creating a service culture amongst them) that this will ultimately impact product, space and the overall customer experience.Practical implicationsProvides the top priorities and considerations for a practicing Caribbean / developing country academic library manger, with an interest in a model for nurturing service culture amongst the employees.Originality/valueThis paper is of value as it centres on creating a service culture, rather than on the usual customer service satisfaction survey, offers a service model and adds to the literature on customer service in academic libraries.

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Section: Statementioning

confidence: 99%

Nurturing customer service culture in an experience economy: employees' assessment of the UWI, Mona Library service model

Harris

Folkes

Tyrell

et al. 2020

View full text Add to dashboard Cite

show abstract

“…Brown University used the Fish Philosophy program as part of their training program in a three hour workshop (www.brown.edu/Administration/Human_ Resources/ learning/FISH.html) George A. Smathers Libraries of the University of Florida used the Fish Philosophy program during a time when the library was undergoing a major renovation. They felt that it help to ensure a positive attitude for staff in their daily work (see Di Trolio, 2004).…”

Section: Two Examples Of Programs In Practicementioning

confidence: 99%

Fish or pickle? Customer service in libraries

Topper¹

2009

New Library World

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Purpose -The purpose of this paper is to understand the importance of customer service training in libraries. Design/methodology/approach -The approach takes the form of a literature review and commentary on two training programs that improve customer service. Findings -The fish philosophy and the pickle principle are two training programs that can be used in staff development programs for library workers. Originality/value -The value is in addressing this issue and implementing customer service training for employees, resulting in improved productivity for staff and for the library patrons.

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“…This applies not only to service directly to patrons but also to faculty and staff. Several studies (Moreland, Robison and Stephens 2003;Connor 2005;Di Trolio 2004) found that keeping staff informed and involved in a major move was one of the most important factors in maintaining a high level of morale and cooperation among library employees. The tools implemented at the OSU Libraries' during the move were in use to help keep communication levels at their peak.…”

Section: Using New Tools To Minimize Renovation Service Disruptionsmentioning

confidence: 99%

Web 2.0 Tools Ease Renovation Service Disruptions at The Ohio State University Libraries

Black¹,

Kilzer²

2008

Public Services Quarterly

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ABSTRACT. The Thompson Library, the main library of The Ohio State University (OSU), began a major renovation in fall 2006 that required the library to close for three years. During this time, the bulk of the circulating collection and many of the personnel relocated to an interim facility. The distance imposed by the renovation created special challenges for service to patrons and communication among library faculty and staff. The OSU Libraries used blogs, podcasts, a wiki, instant messaging, and the campus course management system to reach as many of the constituents of the campus community as possible.

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Gone FISHin: Maintaining Good Customer Service and Job Satisfaction During Times of Change and Transitions

Cited by 6 publications

References 1 publication

Nurturing customer service culture in an experience economy: employees' assessment of the UWI, Mona Library service model

Nurturing customer service culture in an experience economy: employees' assessment of the UWI, Mona Library service model

Fish or pickle? Customer service in libraries

Web 2.0 Tools Ease Renovation Service Disruptions at The Ohio State University Libraries

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