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Full-Text Articles in Business
No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker
No More “Magic Aprons”: Longitudinal Assessment And Continuous Improvement Of Customer Service At The University Of North Dakota Libraries, Karlene T. Clark, Stephanie R. Walker
Librarian Publications
The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that boost morale and foster not only compliance, but initiative-taking and innovation. The CSP became a widely adopted part of campus-wide assessment, beyond the libraries. Subsequent presentations at conferences led to multiple requests and implementation at other libraries.
Future And Value: The Library As Strategic Partner, Antje Mays
Future And Value: The Library As Strategic Partner, Antje Mays
Library Presentations
Broader economic trends spawn budget pressures for education and libraries, prompting a plethora of studies on the value and relevance of libraries. Numerous reports on economic decline in libraries and studies with mixed pronouncements on the value of libraries have led to a negative self-image within the library profession. Yet libraries' leadership in connecting learners to knowledge is at the heart of producing many of the key skills sorely needed in robust societies and economies. Librarianship has many untapped opportunities for positioning itself as a prominent strategic partner. This paper outlines current research on the economic and societal context for …
Positive Organizational Leadership: Some Recent Findings In Positive Organizational Scholarship, Lawrence Chan
Positive Organizational Leadership: Some Recent Findings In Positive Organizational Scholarship, Lawrence Chan
M.A. in Leadership Studies: Capstone Project Papers
The study of positivity is multifaceted, with roots across psychology, philosophy, and more recently organizational behavior (Csikszentmihalyi, 1997; 2014). This review article highlights the framework from which the study of positivity originates, and then explores positive behaviors in the workplace that have correlated to increases in fulfillment, productivity, engagement, and leadership capacity (Cameron & Dutton, 2003). This essay reveals core components of positive organizational scholarship (POS), notably the interaction of positivity within job demands and job resources, positive employee engagement, and positive deviance, and uncovers some recent findings of these POS components in empirical research and application within human resource …
An Analysis Of The Relationship Between Leadership Style And Lean Expressed Through Respect, Proactivity, And Innovative Work Behavior, Reiner Martens
An Analysis Of The Relationship Between Leadership Style And Lean Expressed Through Respect, Proactivity, And Innovative Work Behavior, Reiner Martens
Organization, Information and Learning Sciences ETDs
This dissertation is based on the idea that a leadership style is necessary to implement a lean culture within an organization. This research study employed a systematic literature review, from which a lean leadership model was developed. Based on the two principles of a lean organizational culture, 1. respect for people and 2. continuous improvement, three measurable variables were identified, respect, proactivity, and innovative work behavior. These three variables were connected to the lean leadership model. Leadership styles based on the full range model of leadership were used as independent variable(s). The overarching results of this study were: (1) transformational …