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dc.contributor.authorMoffett, Paul
dc.contributor.authorWeare, William H., Jr.
dc.identifier.citationMoffett, P., & Weare, W.H., Jr. (2022). Service Philosophy Statements in Practice: Motivation, Authorship, and Impact. portal: Libraries and the Academy 22(4), 975-994. doi:10.1353/pla.2022.0049.
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dc.descriptionPost-print copy of the article is available in SOAR for view / download.
dc.description.abstractTo improve customer service, some academic libraries have used a service philosophy statement to foster a shared understanding of service standards. The authors conducted semi-structured interviews with heads of public services at academic libraries to understand how the service philosophy statement was used in practice and its impact on staff behavior and service quality. Findings indicated that the statement indeed helped staff cultivate a shared understanding, that public service leaders displayed a macro-level understanding of how a statement influences their service culture, and that there is no agreed-upon model for implementation.
dc.publisherJohns Hopkins University Press
dc.relation.ispartofseriesportal: Libraries and the Academy
dc.relation.ispartofseriesVolume 22, No. 4
dc.titleService philosophy statements in practice: Motivation, authorship, and impact
dc.rights.holder© 2022 by Johns Hopkins University Press

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  • UL Faculty Research
    This collection includes published research, preprints and presentations of Libraries faculty and academic staff.
  • William H. Weare, Jr
    Associate Dean for Academic Engagement and Public Services

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