Service philosophy statements in practice: Motivation, authorship, and impact

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Issue Date
2022-10-03
Authors
Moffett, Paul
Weare, William H., Jr.
Advisor
Citation

Moffett, 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.

Abstract

To 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.

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