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...

Бүрэн тодорхойлолт

Номзүйн дэлгэрэнгүй

Үндсэн зохиолчид:	David Mucz, Céline Gareau-Brennan
Формат:	Artigo
Хэл сонгох:	Inglês
Хэвлэсэн:	The Partnership 2019-05-01
Цуврал:	Partnership: The Canadian Journal of Library and Information Practice and Research
Нөхцлүүд:	customer journey mapping; public libraries; customer experience; customer evaluation; service blueprinting; ethnography
Онлайн хандалт:	https://journal.lib.uoguelph.ca/index.php/perj/article/view/4743
Шошгууд:	Шошго нэмэх Шошго байхгүй, Энэхүү баримтыг шошголох эхний хүн болох!