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Long, Dallas – Journal of Access Services, 2012
The access services staff at Milner Library, Illinois State University, designed a customer service assessment to evaluate how effectively the department was carrying out its mission statement. Areas of assessment included the department's waiting times, helpfulness, and courtesy. The assessment activity focused on circulation services, which is…
Descriptors: Library Services, Academic Libraries, User Satisfaction (Information), Surveys
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So, Yongjoon; Lee, Kyehoon; Oah, Shezeen – Journal of Organizational Behavior Management, 2013
The relative effects of daily and weekly feedback on customer service behavior at a gas station were assessed using an ABC within-subjects design. Four critical service behaviors were identified and measured daily. After baseline (A), weekly feedback (B) was introduced, and daily feedback (C) was introduced in the next phase. The results indicated…
Descriptors: Foreign Countries, Motor Vehicles, Fuels, Business
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Mirchandani, Kiran – Journal of Workplace Learning, 2012
Purpose: This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach: Between 2002…
Descriptors: Foreign Countries, Job Skills, Communication Skills, Telecommunications
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Raza, Syed Ali; Qazi, Wasim; Khan, Komal Akram; Shah, Syed Mir Muhammad – International Journal of Educational Management, 2021
Purpose: The promising factor for success in a prevailing knowledge-based economy is the excellence in customer service. Private universities are now becoming customer- and service-oriented organizations due to the competition. Therefore, many educational institutions treat their students as customers and restructure their educational practice…
Descriptors: Graduate Students, Undergraduate Students, Young Adults, Student Satisfaction
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Paterson, Neil – Journal of Librarianship and Information Science, 2011
The aim of this research project was to investigate the customer care methods within the Scottish college library sector. The researcher sought to compare examples of the customer care and service policies and practices from the sector with exemplars of good customer service from the retail sector. A qualitative, grounded theory approach was…
Descriptors: Grounded Theory, College Libraries, Educational Practices, Library Policy
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Quinet, Bart – College and University, 2011
It can be difficult for any customer service environment to keep up with the whirlwind pace of change in today's technology-centric world. The challenge can be particularly daunting in an institutional setting accustomed to deliberative, consensus-driven change. The Office of the Registrar at Indiana University Bloomington (IUB) has a…
Descriptors: Higher Education, Technology Uses in Education, College Administration, Registrars (School)
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McKenna, Julia – Journal of Access Services, 2020
Student employees are an invaluable asset to academic libraries. They supplement limited professional staffing, allow for students to engage with their academic community, and give work opportunities to those currently enrolled in school. This article reviews several practical ways to train library student workers that both minimizes hands-on…
Descriptors: Student Employment, College Students, Academic Libraries, Job Training
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Gonzalez-Padron, Tracy; Ferguson, Jeffery M. – Marketing Education Review, 2015
Service-marketing education provides students customer service skills sought by employers who recognize the relationship between service and profit. Students in service marketing benefit from active-learning activities with actual organizations to apply customer service frameworks taught in the course. The purpose of this paper is to describe an…
Descriptors: Audits (Verification), Service Learning, Marketing, Employers
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Bayer, Jerrie; Llewellyn, Steven – Journal of Access Services, 2011
Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable levels of service across campus. Developing a customer service program was a logical next step to reinforce the ongoing…
Descriptors: Siblings, Libraries, Library Services, Users (Information)
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Fuchs, Kevin; Fangpong, Keerati – Education Quarterly Reviews, 2021
Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation.…
Descriptors: Foreign Countries, Higher Education, Student Satisfaction, Undergraduate Students
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Kahler, Janice E. – Journal of Access Services, 2017
Putting access in Access Services is the goal. The Course Reserves unit is the place. Textbooks are the focus. Electronic technologies are the future. Patron-centric services will be our standard. Access to textbooks by all patrons will be the achievement. Course Reserves located in Library West at the University of Florida George A. Smathers…
Descriptors: Library Services, Reference Services, College Libraries, Textbooks
Islam, Kaliym A. – ProQuest LLC, 2017
The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer…
Descriptors: Finance Occupations, Financial Services, Money Management, Phenomenology
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Witman, Paul D.; Njunge, Christopher – Information Systems Education Journal, 2016
Often, users of information systems (both automated and manual) must analyze those systems in a "black box" fashion, without being able to see the internals of how the system is supposed to work. In this case of business process outsourcing, an insurance industry customer encounters an ongoing stream of customer service issues, with both…
Descriptors: Outsourcing, Case Method (Teaching Technique), Information Systems, Systems Analysis
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Manchaiah, Vinaya; Amlani, Amyn M.; Bricker, Christina M.; Whitfield, Clayton T.; Ratinaud, Pierre – Journal of Speech, Language, and Hearing Research, 2019
Purpose: The current study was aimed at understanding the benefits and shortcomings of direct-to-consumer hearing devices (DCHDs) by analyzing the large text corpus of secondary data generated from Amazon customer reviews. Method: Secondary data were generated manually by gathering user feedback for 62 different DCHDs (cost range: $9.95-$635) on…
Descriptors: Assistive Technology, Human Factors Engineering, Acoustics, Hearing Impairments
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Cyphert, Dale; Holke-Farnam, Corrine; Dodge, Elena N.; Lee, W. Eric; Rosol, Sarah – Business and Professional Communication Quarterly, 2019
Effective undergraduate instruction requires accurate knowledge of professional communication practices and employer expectations, but ongoing contradictions between academic and professional expectations reflect historical, rhetorical, and pedagogical causes for inaccurate presumptions. Taking a customer service perspective, one business faculty…
Descriptors: Undergraduate Students, Business Communication, Teaching Methods, Employer Attitudes
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