The Value of Employee Engagement to Enhance Work Performance and Customer Service in Public Libraries-Reference-Cited by-同舟云学术

The Value of Employee Engagement to Enhance Work Performance and Customer Service in Public Libraries

Published:2020 Issue: Volume: Page:357-376
ISSN:2326-4136
Container-title:Advances in Library and Information Science
language:
Short-container-title:

Author:

Norris Ashley R.¹,Norris Sharon E.²

Affiliation:

1. Jackson District Library, USA

2. Spring Arbor University, USA

Abstract

The organizational culture of a public library plays an important role in the successful achievement of its purpose and mission. Effectively serving patrons and the larger community is an overarching strategic goal of public library systems, and public library leaders who are supportive of workers and committed to promoting a culture of employee engagement hold the potential for enjoying numerous positive individual and organizational outcomes such as effective service work performance and increased customer service and satisfaction. This chapter highlights the benefits of fostering an environment of employee engagement and its enhancement on service work performance and customer service in public libraries.

Publisher

IGI Global

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