Browsing William H. Weare, Jr by Subject "Customer service"

Now showing items 1-3 of 3

    • Exploring service philosophy statements using qualitative content analysis 

      Moffett, Paul; Weare, William H., Jr. (Qualitative and Quantitative Methods in Libraries (QQML), 2020-11-26)
      This paper will describe a study in which we examined service philosophy statements at a diverse group of North American academic libraries. We used qualitative content analysis to examine their form and content to identify ...

    • Qualitative content analysis: A reflection 

      Moffett, Paul; Weare, William H., Jr. (ACRL, 2020-10-13)
      Like many public services librarians, we spend much of our time focused on improving service quality. We think of excellent service quality as meeting or exceeding customer expectations consistently over time. One approach ...

    • Service philosophy statements in academic libraries: A qualitative content analysis 

      Moffett, Paul; Weare, William H., Jr. (Routledge, 2018)
      Some academic libraries use service philosophy statements to strengthen the quality of their service culture. A service philosophy statement communicates directly to users what they can --and should -- expect from the ...