The Value of Employee Engagement to Enhance Work Performance and Customer Service in Public Libraries

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Author(s): Ashley R. Norris (Jackson District Library, USA)and Sharon E. Norris (Spring Arbor University, USA)
Copyright: 2020
Pages: 20
Source title: Handbook of Research on Emerging Trends and Technologies in Library and Information Science
Source Author(s)/Editor(s): Anna Kaushik (University of Kota, India), Ashok Kumar (Maharishi Markandeshwar University (Deemed), India)and Payel Biswas (Institute of Urban Transport, India)
DOI: 10.4018/978-1-5225-9825-1.ch024

Keywords: Information Science Reference / Library & Information Science / Library Information Systems / Library Science

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Abstract

The organizational culture of a public library plays an important role in the successful achievement of its purpose and mission. Effectively serving patrons and the larger community is an overarching strategic goal of public library systems, and public library leaders who are supportive of workers and committed to promoting a culture of employee engagement hold the potential for enjoying numerous positive individual and organizational outcomes such as effective service work performance and increased customer service and satisfaction. This chapter highlights the benefits of fostering an environment of employee engagement and its enhancement on service work performance and customer service in public libraries.

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The Value of Employee Engagement to Enhance Work Performance and Customer Service in Public Libraries

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