Service Philosophy Statements in Academic Libraries: A Qualitative Content Analysis

Some academic libraries use service philosophy statements to strengthen the quality of their service culture. A service philosophy statement communicates directly to users what they can-and should-expect from the library. This article describes a study in which the authors applied qualitative conten...

Full description

Saved in:
Bibliographic Details
Published in:Public Services Quarterly 2018-04, Vol.14 (2), p.119-134
Main Authors: Moffett, Paul, Weare, William H.
Format: Article
Language:English
Subjects:
Academic Libraries
Content Analysis
customer service
Library Services
Position Papers
public services
Qualitative research
Quality of service
service philosophy
User services
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:Some academic libraries use service philosophy statements to strengthen the quality of their service culture. A service philosophy statement communicates directly to users what they can-and should-expect from the library. This article describes a study in which the authors applied qualitative content analysis to service philosophy statements. The objective was to examine the form and content of these statements and identify themes, trends, and ideas in order to determine how and what they communicate about a library's commitment to service. The results of the study found that statements in the sample varied significantly in strength and purpose.
ISSN:1522-8959
1522-9114
DOI:10.1080/15228959.2017.1394246