Taking a Page from Retail: Secret Shopping for Academic Libraries
Abstract Objective – The University Libraries at the University of North Carolina at Greensboro (UNCG) sought to gain feedback on the customer service experience beyond satisfaction surveys. After reviewing a variety of methods, it was determined to conduct a mystery or secret shopper exercise,...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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University of Alberta
2016-03-01
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| Series: | Evidence Based Library and Information Practice |
| Online Access: | https://journals.library.ualberta.ca/eblip/index.php/EBLIP/article/view/25311 |