Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources

Andrews, J. and Eade, E. (2013) Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources. New Review of Academic Librarianship, 19 (2). pp. 161-177. ISSN 13614533 (ISSN)

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Abstract

Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these "customer journeys" with students. The article considers themes in the published literature and provides an overview of a pilot project and its outcomes. The project's aims are evaluated including an assessment of the effectiveness of the mapping methodology in engaging students, the staff resource implications, and the identification of service improvements. © 2013 Copyright TF.

Item Type: Article
Uncontrolled Keywords: customer journey mapping, satisfaction, student engagement, university
Subjects: P100 Information Services
Divisions: UoA Collections > UoA25: Education
Faculty of Health, Education and Life Sciences > Centre for Study of Practice and Culture in Education (C-SPACE) > Re-thinking Practitioner Education and Professional Practice
Depositing User: Hussen Farooq
Date Deposited: 27 Jan 2017 13:12
Last Modified: 27 Jan 2017 13:12
URI: http://www.open-access.bcu.ac.uk/id/eprint/2674

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