Evaluating Customer Experience through Customer Journey Mapping and Service Blueprinting at Edmonton Public Library: An Exploratory

This paper presents an overview of the design, implementation, and findings of an exploratory project to evaluate customer experience at Edmonton Public Library (EPL). The EPL Intern Librarian Project had three objectives: to establish the current state of customer experience at EPL, identify pain p...

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Bibliografische gegevens

Hoofdauteurs:	David Mucz, Céline Gareau-Brennan
Formaat:	Artigo
Taal:	Inglês
Gepubliceerd in:	The Partnership 2019-05-01
Reeks:	Partnership: The Canadian Journal of Library and Information Practice and Research
Onderwerpen:	customer journey mapping; public libraries; customer experience; customer evaluation; service blueprinting; ethnography
Online toegang:	https://journal.lib.uoguelph.ca/index.php/perj/article/view/4743
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