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Glushko, R. J., & Tabas, L. (2009). Bringing the “Front Stage” and “Backstage” in Service System Design. In: Proceedings of the 41st Annual Hawaii International Conference on System Sciences (p. 106). Institute of Electrical and Electronics Engineers (IEEE).
https://doi.org/10.1109/HICSS.2008.77

has been cited by the following article:

• TITLE: Customer-Centric Service Provision in Academic Libraries in Universities: Systematic Literature Review

  AUTHORS: Christine Mayende, Fredrick Mzee Awuor, Ben Namande

  KEYWORDS: Customer-Centric Services, Access to Library Services, Staff Responsiveness, Organizational Support, Customer Satisfaction

  JOURNAL NAME: Technology and Investment, Vol.12 No.4, November 12, 2021

  ABSTRACT: A customer-centered organization ensures that the needs of clients are at the focal point of all services offered in the organization and that the customer gets the best customer experience throughout the service. Research has shown that service institutions are deterred from offering customer-centric services due to issues relating to organizational culture, structure, processes, and financial metrics. This study explores strategies and mechanisms to support academic libraries towards achieving customer-centric service provision. In this regard, this study identifies three parameters and explores their role in delivering customer-centeredness in academic libraries, namely, access to library services, staff responsiveness and organizational support. Findings of this study show that library customers wish for a relevant library collection, an available service, unlimited information access, spacious reading area, a conducive study environment, sufficient library equipment and supportive staff.