Self-Service Customer Service Models in Libraries. Issue 4 (18th May 2016)

• Record Type: Journal Article
• Authors: Sigwald, Richard
• Is Part Of: Journal of library administration. Volume 56:Issue 4(2016)
• Page Start: 453
• Page End: 478
• Publication Date: 2016-05-18
• Subjects: self-service -- public libraries -- circulation -- patron satisfaction; Library administration -- Periodicals; 025.1
• DOI: 10.1080/01930826.2016.1157429
• Languages: English
• ISSNs: 0193-0826

Abstract

ABSTRACT: The intent of this research study is to analyze and evaluate the transition to a self-service customer service model with the Baltimore County Public Library (BCPL). The study uses customer satisfaction surveys with questions specifically aimed at the various self-service service points BCPL offers to its customers. The methodology also includes several interviews with managers and directors to gain more in-depth information about how the transition affected the whole library system, its policies and procedures, and staffing. The results of this study are intended to demonstrate the effectiveness of using a self-service model in a public library.