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Journal of Access Services Volume 13, 2016 - Issue 2: Creating the Single Service Point: Current Perspectives on a Recurring Theme
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Original Articles

Service matters: Single Service Point as a collaborative and professional learning initiative for service excellence

Marianne ChauvetAustralian Catholic University, Strathfield, NSW, Australia
,
Vicki BourbousAustralian Catholic University, Strathfield, NSW, AustraliaCorrespondence[email protected]
&
Frances ListonAustralian Catholic University, Strathfield, NSW, Australia
Pages 80-90 | Published online: 08 Jun 2016

References

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  • British Association for Person-Centred Approach (BAPCA). ( 2015). The person-centred approach: Carl Rogers. Retrieved from http://www.bapca.org.uk/about/carl-rogers.html
  • Broady-Preston, J., & Felice, J. ( 2006). Customers, relationships and libraries: University of Malta—a case study. Aslib Proceedings, 58(6), 525–536. http://dx.doi.org/10.1108/00012530610713605
  • Dole, W. V. ( 2013). What's all this I hear about core competencies for library planning and assessment? Journal of Library Administration, 53(7/8), 472–481. http://dx.doi.org/10.1080/01930826.2013.882201
  • Ippoliti, C. ( 2014). Are you being served? Designing the customer service curriculum. Public Services Quarterly, 10(3), 177–192. http://dx.doi.org/10.1080/15228959.2014.914864
  • Keene, J., & Fairman, R. ( 2011). Building an integrated work force through shared values: The Worcester Library and History Centre. Library Review, 60(3), 188–201. http://dx.doi.org/10.1108/00242531111117254
  • Kloppenborg, P., & Lodge, D. ( 2010). Forgotten anything: Library staff competencies for the learning commons. Library Management, 31(3), 169–185. http://dx.doi.org/10.1108/01435121011027345
  • Lund, J. R. ( 2012). Service desk shuffle. The Bottom Line, 25(1), 23–25. http://dx.doi.org/10.1108/08880451211229199
  • Mosley, P. A. ( 2007). Assessing user interactions at the desk nearest the front door. Reference & User Services Quarterly, 47(2), 159–167.
  • Sheffield, K. M., Silver, S. L., & Todorinova, L. ( 2013). Merging library service desks: Less is more. In A. Woodsworth & W. D. Penniman (Eds.), Advances in librarianship: Vol. 37. Mergers and alliances: The operational view and cases (pp. 155–174). Bingley, UK: Emerald.
  • Sidorko, P. E., & Woo, E. ( 2008). Enhancing the user experience: Promoting a service culture through customized staff training. Library Management, 29(8), 641–656. http://dx.doi.org/10.1108/01435120810917279
  • Todorinova, L., & Torrence, M. ( 2014). Implementing and assessing library reference training programs. Reference Librarian, 55(1), 37–48. http://dx.doi.org/10.1080/02763877.2014.853277

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