Aiming for service excellence: Implementing a plan for customer service quality at a blended service desk

References

• Aguilar, P., Keating, K., Schadl, S., & Van Reenen, J. (2011). Reference as outreach: Meeting users where they are. Journal of Library Administration, 51(4), 343–358. http://dx.doi.org/10.1080/01930826.2011.556958
   Google Scholar
• Allegri, F., & Bedard, M. (2006). Lessons learned from single service point implementations. Medical Reference Services Quarterly, 25(2), 31–47. http://dx.doi.org/10.1300/J115v25n02
   Google Scholar
• American Library Association (ALA). (2013). Guidelines for behavioral performance of reference and information service providers. Retrieved from http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
   Google Scholar
• Asif, M. (2014). A critical review of service excellence models: Towards developing an integrated framework. Quality & Quantity, 49(2), 763–783. http://dx.doi.org/10.1007/s11135-014-0022-y
   Google Scholar
• Bartley, B., Gomibuchi, S., & Mann, R. (2007). Best practices in achieving a customer-focused culture. Benchmarking: An International Journal, 14(4), 482–496. http://dx.doi.org/10.1108/14635770710761889
   Google Scholar
• Bayer, J., & Llewellyn, S. (2011). The customer comes first: Implementing a customer service program at the University of Minnesota, Twin Cities Libraries. Journal of Access Services, 8( 4), 157–189. http://dx.doi.org/10.1080/15367967.2011.593419
   Google Scholar
• Bracke, M. S., Brewer, M., Huff-Eibl, R., Lee, D. R., Mitchell, R., & Ray, M. (2007). Finding information in a new landscape: Developing new service and staffing models for mediated information services. College & Research Libraries, 68(3), 248–267. Retrieved from http://crl.acrl.org/content/68/3/248.short
   Google Scholar
• Bracke, M. S., Chinnaswamy, S., & Kline, E. (2008). Evolution of reference: A new service model for science and engineering libraries. Issues in Science and Technology Librarianship, 53( Winter). Retrieved from http://dx.doi.org/10.5062/F41834DB
   Google Scholar
• Bugg, K. L., & Odom, R. Y. (2009). Extreme makeover reference edition: Restructuring reference services at the Robert W. Woodruff Library, Atlanta University Center. The Reference Librarian, 50(2), 193–204. http://dx.doi.org/10.1080/02763870902755932
   Google Scholar
• Chapman, K., & Ragsdale, K. (2002). Improving service quality with a library service assessment program. Library Administration and Management, 16(1), 8–15.
   Google Scholar
• Churchwell, C., Stark, M., & Wallace, D. (2011). Refocusing distinctive capabilities: Strategic shifts in Harvard ’s Baker Library services. Advances in Librarianship, 34, 113–138. http://dx.doi.org/10.1108/S0065-2830(2011)0000034009
   Google Scholar
• Crane, J., & Pavy, J. A. (2008). One-stop shopping: Merging service points in a university library. Public Services Quarterly, 4(1), 29–45. http://dx.doi.org/10.1080/15228950802135707
   Google Scholar
• Dempsey, M. (2011). Blending the trends: A holistic approach to reference services. Public Services Quarterly, 7(1–2), 3–17. http://dx.doi.org/10.1080/15228959.2011.572769
   Google Scholar
• Dinkins, D., & Ryan, S. M. (2010). Measuring referrals: The use of paraprofessionals at the reference desk. The Journal of Academic Librarianship, 36(4), 279–286. http://dx.doi.org/10.1016/j.acalib.2010.05.001
   Google Scholar
• Flanagan, P., & Horowitz, L. R. (2000). Exploring new service models: Can consolidating public service points improve response to customer needs? Journal of Academic Librarianship, 26(5), 329–338. http://dx.doi.org/10.1016/S0099-1333(00)00139-7
   Google Scholar
• Ford, R. C., Brown, S. W., & Heaton, C. P. (2001). Delivering excellent service: Lessons from the best firms. California Management Review, 44(1), 39–56.
   Google Scholar
• Grieves, K., & Halpin, M. (2014). Developing a quality model at University Library Services Sunderland. Performance Measurement and Metrics, 15(1/2), 50–57. http://dx.doi.org/10.1108/PMM-03-2014-0009
   Google Scholar
• Horwitz, F. M., & Neville, M. (1996). Organization design for service excellence: A review of the literature. Human Resource Management, 35(4), 471–492.
   Google Scholar
• Johnson, K., Jennings, S., & Hisle, S. (2011). Ending the turf war: Circulation, reference, and instruction on one team. Journal of Access Services, 8(3), 107–124. http://dx.doi.org/10.1080/15367967.2011.578514
   Google Scholar
• Kline, J. (2001). How quality award-winning governments handle customer service. Journal of Organizational Excellence, 20(3), 41–48.
   Google Scholar
• Leuzinger, J. (2013). Reducing service points in the academic library: How to provide quality customer service in the face of budget cuts. College & Research Libraries News, 74(11), 530–533.
   Google Scholar
• Magee, C., & Perini, M. (2014). The blended desk and its consequences on collaboration. Collaborative Librarianship, 6(3), 124–129.
   Google Scholar
• Mozenter, F., Sanders, B., & Bellamy, C. (2003). Cross-training public service staff in the electronic age: I have to learn to do what?! Journal of Academic Librarianship, 29(6), 399–404.
   Google Scholar
• Murphy, B., Peterson, R. A, Vines, H., von Isenburg, M., Berney, E., James, R., Rodriguez, M., & Thibodeau, P. (2008). Revolution at the library service desk. Medical Reference Services Quarterly, 27(4), 379–393. http://dx.doi.org/10.1080/02763860802367870
   Google Scholar
• Powell, J., Bryan, L., Michelson-Thiery, M., Koltay, Z., & Patterson, M. (2007). Integrating an engineering library's public services desk: Multiple perspectives. Issues in Science and Technology Librarianship, 49(2). Retrieved from http://istl.org/07-winter/article2.html
   Google Scholar
• Quinn, B. (1997). Adapting service quality concepts to academic libraries. The Journal of Academic Librarianship, 23(5), 359–369. http://dx.doi.org/10.1016/S0099-1333(97)90033-1
   Google Scholar
• Rettig, J. (1993). Rethinking reference and adult services: A preliminary report. RQ, 32(3), 310–314.
   Google Scholar
• Ryan, S. M. (2008). Reference transactions analysis: The cost-effectiveness of staffing a traditional academic reference desk. The Journal of Academic Librarianship, 34(5), 389–399. http://dx.doi.org/10.1016/j.acalib.2008.06.002
   Google Scholar
• Scott, G. (2001). Customer satisfaction: Six strategies for continuous improvement. Journal of Healthcare Management, 46(2), 82–85.
   Google Scholar
• Sheffield, K. M., Silver, S. L., & Todorinova, L. (2013). Merging library service desks: Less is more. Advances in Librarianship, 37, 155–174. http://dx.doi.org/10.1108/S0065-2830(2013)0000037011
   Google Scholar
• Stein, M., Edge, T., Kelley, J. M., Hewlett, D., & Trainer, J. F. (2008). Using continuous quality improvement methods to evaluate library service points. Reference & User Services Quarterly, 48(1), 78–85. http://dx.doi.org/10.5860/rusq.48n1.78
   Google Scholar
• Thomassen, J.-P., Ahaus, K., Van de Walle, S., & Nabitz, U. (2014). An implementation framework for public service charters: Results of a concept mapping study. Public Management Review, 16(4), 570–589.
   Google Scholar
• Troy, S., & Lawson, N. (2012). Change is the new normal: Access Services in a new public services paradigm. Journal of Access Services, 9(4), 173–186. http://dx.doi.org/10.1080/15367967.2012.713225
   Google Scholar
• Ueno, A. (2010). What are the fundamental features supporting service quality? Journal of Services Marketing, 24(1), 74–86. http://dx.doi.org/10.1108/08876041011017907
   Google Scholar
• Wang, B., & Henson, B. (2011). Change is coming: A combined services area project. Science & Technology Libraries, 30(1), 89–98. http://dx.doi.org/10.1080/0194262X.2011.545678
   Google Scholar
• Wehmeyer, S., Auchter, D., & Hirshon, A. (1996). Saying what we will do, and doing what we say: Implementing a customer service plan. The Journal of Academic Librarianship, 22(3), 173–180.
   Google Scholar
• Wilson, D. (2013). Reenvisioning Access Services: A survey of Access Services departments in ARL libraries. Journal of Access Services, 10(3), 153–171. http://dx.doi.org/10.1080/15367967.2013.795430
   Google Scholar