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Article: Enhancing the user experience Promoting a service culture through customized staff training

TitleEnhancing the user experience Promoting a service culture through customized staff training
Authors
KeywordsCustomer service management
Customer surveys
Hong Kong
Libraries
Organizational performance
Workplace learning
Issue Date2008
PublisherEmerald Group Publishing Limited. The Journal's web site is located at http://www.emeraldinsight.com/lm.htm
Citation
Library Management, 2008, v. 29 n. 8-9, p. 641-656 How to Cite?
AbstractPurpose - The purpose of this paper is to highlight a series of initiatives generated from, and managed within, a major university library and aimed at improving a customer service focus. Design/methodology/approach - The paper documents a series of approaches, including a customized staff training package, that were intended to enhance users' experience with staff. Over a period of six years the responses to a biannual user survey were tracked in order to identify improvements, or otherwise, in users' perceptions of staff performance in terms of their customer service. Findings - The survey results seem to indicate that improvements in users' perceptions of staff performance have improved with time and have done so most dramatically following a series of self-initiated workshops conducted by library staff. Research limitations/implications - While it is difficult to directly correlate the successful outcomes with the initiatives, including the staff-conducted workshops, it will be necessary to continue to track users' perceptions of staff to ascertain whether the trend is sustainable or an aberration. Originality/value - The paper provides a unique perspective of applying a range of approaches aimed at improving the user experience with staff in a major Asian university library. The success of these approaches is linked to the outcomes of the library's biannual user survey.
Persistent Identifierhttp://hdl.handle.net/10722/92837
ISSN
2015 SCImago Journal Rankings: 0.642
References

 

DC FieldValueLanguage
dc.contributor.authorSidorko, PEen_HK
dc.contributor.authorWoo, Een_HK
dc.date.accessioned2010-09-17T10:58:55Z-
dc.date.available2010-09-17T10:58:55Z-
dc.date.issued2008en_HK
dc.identifier.citationLibrary Management, 2008, v. 29 n. 8-9, p. 641-656en_HK
dc.identifier.issn0143-5124en_HK
dc.identifier.urihttp://hdl.handle.net/10722/92837-
dc.description.abstractPurpose - The purpose of this paper is to highlight a series of initiatives generated from, and managed within, a major university library and aimed at improving a customer service focus. Design/methodology/approach - The paper documents a series of approaches, including a customized staff training package, that were intended to enhance users' experience with staff. Over a period of six years the responses to a biannual user survey were tracked in order to identify improvements, or otherwise, in users' perceptions of staff performance in terms of their customer service. Findings - The survey results seem to indicate that improvements in users' perceptions of staff performance have improved with time and have done so most dramatically following a series of self-initiated workshops conducted by library staff. Research limitations/implications - While it is difficult to directly correlate the successful outcomes with the initiatives, including the staff-conducted workshops, it will be necessary to continue to track users' perceptions of staff to ascertain whether the trend is sustainable or an aberration. Originality/value - The paper provides a unique perspective of applying a range of approaches aimed at improving the user experience with staff in a major Asian university library. The success of these approaches is linked to the outcomes of the library's biannual user survey.en_HK
dc.languageengen_HK
dc.publisherEmerald Group Publishing Limited. The Journal's web site is located at http://www.emeraldinsight.com/lm.htmen_HK
dc.relation.ispartofLibrary Managementen_HK
dc.subjectCustomer service managementen_HK
dc.subjectCustomer surveysen_HK
dc.subjectHong Kongen_HK
dc.subjectLibrariesen_HK
dc.subjectOrganizational performanceen_HK
dc.subjectWorkplace learningen_HK
dc.titleEnhancing the user experience Promoting a service culture through customized staff trainingen_HK
dc.typeArticleen_HK
dc.identifier.emailSidorko, PE: peters@hku.hken_HK
dc.identifier.emailWoo, E: esther.woo@hku.hken_HK
dc.identifier.authoritySidorko, PE=rp01299en_HK
dc.identifier.authorityWoo, E=rp01436en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1108/01435120810917279en_HK
dc.identifier.scopuseid_2-s2.0-55949118237en_HK
dc.identifier.hkuros164338-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-55949118237&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume29en_HK
dc.identifier.issue8-9en_HK
dc.identifier.spage641en_HK
dc.identifier.epage656en_HK
dc.publisher.placeUnited Kingdomen_HK
dc.identifier.scopusauthoridSidorko, PE=14022050600en_HK
dc.identifier.scopusauthoridWoo, E=25643330600en_HK

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