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Direct linkMoffett, Paul; Weare, William H., Jr. – portal: Libraries and the Academy, 2022
To improve customer service, some academic libraries have used a service philosophy statement to foster a shared understanding of service standards. The authors conducted semistructured 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…
Descriptors: Academic Libraries, User Satisfaction (Information), Library Services, Institutional Mission
