Service matters : Single Service Point as a collaborative and professional learning initiative for service excellence
Journal article
Chauvet, Marianne, Bourbous, Vicki and Liston, Frances. (2016). Service matters : Single Service Point as a collaborative and professional learning initiative for service excellence. Journal of Access Services. 13(2), pp. 80-90. https://doi.org/10.1080/15367967.2016.1161518
Authors | Chauvet, Marianne, Bourbous, Vicki and Liston, Frances |
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Abstract | Changes and innovations in higher education learning and teaching acted as a catalyst for rethinking the way in which service was delivered to library clients at Australian Catholic University. The Single Service Point was piloted at one campus library in 2014 to develop a best practice approach to service delivery. The merging of cultures within the library environment was achieved through committed leadership, with staff agreeing on shared values and goals and applying the university mission. All staff were responsible for seeking solutions to challenges and becoming autonomous in their professional development and training. Overall, in a Single Service Point model, service efficiency, excellence, and quality increased through staff teamwork, contribution, and collaboration. |
Keywords | academic libraries; change process; collaboration; combined service desks; customer service; merging cultures; professional development; team planning; training |
Year | 2016 |
Journal | Journal of Access Services |
Journal citation | 13 (2), pp. 80-90 |
Publisher | Routledge |
ISSN | 1536-7975 |
Digital Object Identifier (DOI) | https://doi.org/10.1080/15367967.2016.1161518 |
Scopus EID | 2-s2.0-84975794163 |
Research or scholarly | Research |
Page range | 80-90 |
Publisher's version | License All rights reserved File Access Level Controlled |
Output status | Published |
Publication dates | |
Online | 08 Jun 2016 |
https://acuresearchbank.acu.edu.au/item/8892w/service-matters-single-service-point-as-a-collaborative-and-professional-learning-initiative-for-service-excellence
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