Portal de Periódicos da CAPES

Self-Service Customer Service Models in Libraries

2016; Taylor & Francis; Volume: 56; Issue: 4 Linguagem: Inglês

10.1080/01930826.2016.1157429

1540-3564

Richard Sigwald,

Digital Marketing and Social Media

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.