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Why and how to mystery shop your reference desk

Kocevar-Weidinger, Elizabeth ; Benjes-Small, Candice ; Ackermann, Eric ; Kinman, Virginia R

Reference Services Review, 16 February 2010, Vol.38(1), pp.28-43 [Tạp chí có phản biện]

ISSN: 0090-7324 ; E-ISSN: 2054-1716 ; DOI: 10.1108/00907321011020707

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  • Nhan đề:
    Why and how to mystery shop your reference desk
  • Tác giả: Kocevar-Weidinger, Elizabeth ; Benjes-Small, Candice ; Ackermann, Eric ; Kinman, Virginia R
  • Chủ đề: Academic Libraries ; Reference Services ; Customer Service Management ; Mystery Shoppers ; User Studies ; Assessment ; Library & Information Science
  • Là 1 phần của: Reference Services Review, 16 February 2010, Vol.38(1), pp.28-43
  • Mô tả: Purpose - The aim of this paper is to document how two university libraries determined whether mystery shopping is an effective and statistically feasible instrument for evaluating customer service at public service desks.Design methodology approach - Mystery shopping exercises were conducted at both libraries during the 2008 spring and fall semesters. Trained mystery shoppers recorded staff behaviors and the answers given to their reference questions and open-ended comments about their reference experience. Using ClinTools, Excel, and Atlas.ti, the authors conducted a meta-analysis of the data.Findings - Mystery shopping is an effective method for evaluating customer service in libraries. The shoppers observed staff behaviors that were generally in line with the libraries' guidelines, but their comments revealed suggestions for improvement. When the behavior rubric results were combined with the comments, the authors learned that shoppers were somewhat unsatisfied.Research limitations implications - The results are approximate since the two instruments used were not identical, requiring the combination of common elements with some loss of accuracy. In this study, the authors used meta-analysis to compensate for the differences in the instruments. However, another solution would be to create one instrument for both institutions that contained common elements for inter library comparison and local elements for local customization.Practical implications - Other libraries can adapt this mystery shopping methodology and data analysis to measure customer service in their libraries.Originality value - No other study of mystery shopping has included the questionnaires used at both institutions, the aggregated data, and the method of analysis for meaningful evaluation.
  • Ngôn ngữ: English
  • Số nhận dạng: ISSN: 0090-7324 ; E-ISSN: 2054-1716 ; DOI: 10.1108/00907321011020707

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