Abstract
Purpose – The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders. Design/methodology/approach – Two UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1-2 of a three phase research project are outlined.
Findings – Despite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive. Originality/value – This paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.
| Original language | English |
|---|---|
| Pages (from-to) | 122-135 |
| Number of pages | 14 |
| Journal | Performance Measurement and Metrics |
| Volume | 12 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - Jul 2011 |
Bibliographical note
A substantially revised and updated version of a paper presented originally to the 2nd Quantitative and Qualitative Methods in Libraries Conference, Chania, Crete, 25-28 May 2010.Keywords
- value
- impact
- quality
- customer service excellence
- charter mark
- academic libraries
- services marketing