O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia
In the context of a brief review of some methods and techniques found in the literature on the subject of service evaluation, this article reports the experience of the application of the mystery shopping technique for the assessment of service attendance to the public in a network of public librari...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Universidad de Antioquía
2012-01-01
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| Series: | Revista Interamericana de Bibliotecología |
| Subjects: | |
| Online Access: | http://aprendeenlinea.udea.edu.co/revistas/index.php/RIB/article/view/13332/11931 |
| _version_ | 1817986741842214912 |
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| author | Ariadne Chloe Mary Furnival Marcos Teruo Ouchi**; Euzébio Luiz Pinto |
| author_facet | Ariadne Chloe Mary Furnival Marcos Teruo Ouchi**; Euzébio Luiz Pinto |
| author_sort | Ariadne Chloe Mary Furnival |
| collection | DOAJ |
| description | In the context of a brief review of some methods and techniques found in the literature on the subject of service evaluation, this article reports the experience of the application of the mystery shopping technique for the assessment of service attendance to the public in a network of public libraries in the state of São Paulo, Brazil. Details of how the technique was applied and the tabulated results are presented. Excluding the control group, 60% of the evaluated libraries attained the value of 'excellent' for the variable 'informing', which refers to the ability of the professional helping the user to solve his questions and searches. This result is considered to be highly satisfactory. In relation to the form employed by the personal in charge with the mystery shoppers, the overall evaluation was also very good, with 50% of the libraries attaining the value 'excellent' for the attribute 'greeting//welcoming approach'. The application of the technique occurred in the context of the course module 'Reference and Information Services' offered on the undergraduate LIS course in a federal university in Brazil, with the students of the course acting as the mystery shoppers for the services provided by the assessed public libraries. In this way it was hoped that the exercise might contribute to forming reflexive librarians with the future ability to propose new evidence–based services, procedures and measures. |
| first_indexed | 2024-04-14T00:13:20Z |
| format | Article |
| id | doaj.art-758f791d8969451ba70ee0b1f0c37bed |
| institution | Directory Open Access Journal |
| issn | 0120-0976 |
| language | English |
| last_indexed | 2024-04-14T00:13:20Z |
| publishDate | 2012-01-01 |
| publisher | Universidad de Antioquía |
| record_format | Article |
| series | Revista Interamericana de Bibliotecología |
| spelling | doaj.art-758f791d8969451ba70ee0b1f0c37bed2022-12-22T02:23:14ZengUniversidad de AntioquíaRevista Interamericana de Bibliotecología0120-09762012-01-013512738O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de BiblioteconomiaAriadne Chloe Mary FurnivalMarcos Teruo Ouchi**;Euzébio Luiz PintoIn the context of a brief review of some methods and techniques found in the literature on the subject of service evaluation, this article reports the experience of the application of the mystery shopping technique for the assessment of service attendance to the public in a network of public libraries in the state of São Paulo, Brazil. Details of how the technique was applied and the tabulated results are presented. Excluding the control group, 60% of the evaluated libraries attained the value of 'excellent' for the variable 'informing', which refers to the ability of the professional helping the user to solve his questions and searches. This result is considered to be highly satisfactory. In relation to the form employed by the personal in charge with the mystery shoppers, the overall evaluation was also very good, with 50% of the libraries attaining the value 'excellent' for the attribute 'greeting//welcoming approach'. The application of the technique occurred in the context of the course module 'Reference and Information Services' offered on the undergraduate LIS course in a federal university in Brazil, with the students of the course acting as the mystery shoppers for the services provided by the assessed public libraries. In this way it was hoped that the exercise might contribute to forming reflexive librarians with the future ability to propose new evidence–based services, procedures and measures.http://aprendeenlinea.udea.edu.co/revistas/index.php/RIB/article/view/13332/11931public librariesservice evaluationenduser servicemystery shoppingreference service |
| spellingShingle | Ariadne Chloe Mary Furnival Marcos Teruo Ouchi**; Euzébio Luiz Pinto O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia Revista Interamericana de Bibliotecología public libraries service evaluation enduser service mystery shopping reference service |
| title | O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia |
| title_full | O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia |
| title_fullStr | O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia |
| title_full_unstemmed | O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia |
| title_short | O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia |
| title_sort | o uso da tecnica cliente oculto como ferramenta de avaliacao do atendimento aos usuarios de bibliotecas publicas uma experiencia brasileira na graduacao de biblioteconomia |
| topic | public libraries service evaluation enduser service mystery shopping reference service |
| url | http://aprendeenlinea.udea.edu.co/revistas/index.php/RIB/article/view/13332/11931 |
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