From Service Analysis to Staff Development: A Reference Desk Gap Analysis at a Community College.

Two research questions guided this study: (1) Is there a gap in customer service quality perception between librarians (service providers) and patrons (service beneficiaries)?; and (2) How do patrons perceive the relational service qualities of librarians who staff the reference desk? Quantitative results based on a Likert scale survey showed no statistically significant difference in service perception between librarians and patrons. Both groups rate the overall reference desk service and service qualities of librarians highly. Qualitative results demonstrate how patrons view reference service within the context of their service and study needs. These findings were used to facilitate a librarian development workshop and led to the creation of a reference policy manual. [ABSTRACT FROM AUTHOR]