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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Autors principals:	David Mucz, Céline Gareau-Brennan
Format:	Artigo
Idioma:	Inglês
Publicat:	The Partnership 2019-05-01
Col·lecció:	Partnership: The Canadian Journal of Library and Information Practice and Research
Matèries:	customer journey mapping; public libraries; customer experience; customer evaluation; service blueprinting; ethnography
Accés en línia:	https://journal.lib.uoguelph.ca/index.php/perj/article/view/4743
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