• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文会议>Pushing the edge: Explore, engage, extend >Reaching Reference Service Excellence: Developing a Mystery Shopping Program to Measure Service Quality, Performance, and the Patron Experience
【24h】

Reaching Reference Service Excellence: Developing a Mystery Shopping Program to Measure Service Quality, Performance, and the Patron Experience

机译：达到参考服务卓越奖：开发一个神秘购物程序来衡量服务质量，性能和顾客体验

获取原文
获取原文并翻译 | 示例
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

In the current atmosphere of high-stakes accountability, how can library managers most accurately measure the intangible product of public service staff transactions with patrons? Since the inception of reference/ user services by Swet and Melville Dewey in the late 19th century, there has been interest in how accurately and effectively library staff delivers service. Past studies have made accuracy, customer service, and user satisfaction the benchmarks for library service points. As the authors of this article contemplated finding the most effective ways to measure these benchmarks, we both recalled our former lives in the retail world and how much importance was placed on quality service.
机译：在当前高风险问责制的氛围中，图书馆管理员如何最准确地衡量与顾客进行的公共服务人员交易的无形产品？自Swet和Melville Dewey于19世纪后期开始提供参考/用户服务以来，人们一直对图书馆工作人员如何准确有效地提供服务感兴趣。过去的研究已经将准确性，客户服务和用户满意度作为图书馆服务点的基准。当本文的作者打算寻找最有效的方法来衡量这些基准时，我们都回顾了我们过去在零售界的生活以及对优质服务的重视程度。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号