{"id":"https://openalex.org/W605876957","doi":null,"title":"Training Library Staff And Volunteers to Provide Extraordinary Customer Service","display_name":"Training Library Staff And Volunteers to Provide Extraordinary Customer Service","publication_year":2006,"publication_date":"2006-09-01","ids":{"openalex":"https://openalex.org/W605876957","mag":"605876957"},"language":"en","primary_location":{"id":"pmh:oai:bibliotecavirtualdefensa.es:777760","doi":null,"is_oa":false,"landing_page_url":"https://bibliotecavirtual.defensa.gob.es/BVMDefensa/es/consulta/registro.do?id=777760","pdf_url":null,"source":{"id":"https://openalex.org/S4377196928","display_name":"Virtual Defense Library (Ministerio de Defensa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210162908","host_organization_name":"Ministerio de Defensa","host_organization_lineage":["https://openalex.org/I4210162908"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Libros"},"volume":null,"type":"book","indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5057475318","display_name":"Julie Beth Todaro","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Julie Todaro","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5049938177","display_name":"Mark M. Smith","orcid":"https://orcid.org/0000-0003-4153-4335","observed_orcids":["https://orcid.org/0000-0003-4153-4335"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mark M. Smith","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-4153-4335","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.95,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.96178344,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12289","display_name":"Library Science and Administration","score":0.6592000126838684,"subfield":{"id":"https://openalex.org/subfields/3309","display_name":"Library and Information Sciences"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12289","display_name":"Library Science and Administration","score":0.6592000126838684,"subfield":{"id":"https://openalex.org/subfields/3309","display_name":"Library and Information Sciences"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10712","display_name":"Library Science and Information Literacy","score":0.14550000429153442,"subfield":{"id":"https://openalex.org/subfields/3309","display_name":"Library and Information Sciences"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12863","display_name":"Web and Library Services","score":0.10109999775886536,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/library-customer-service","display_name":"library customer service","score":0.8510000109672546},{"id":"https://openalex.org/keywords/library-staff-training","display_name":"library staff training","score":0.859000027179718},{"id":"https://openalex.org/keywords/library-volunteers","display_name":"library volunteers","score":0.9200000166893005},{"id":"https://openalex.org/keywords/customer-service-training","display_name":"customer service training","score":0.5709999799728394},{"id":"https://openalex.org/keywords/customer-feedback","display_name":"customer feedback","score":0.75},{"id":"https://openalex.org/keywords/employee-development","display_name":"employee development","score":0.765999972820282},{"id":"https://openalex.org/keywords/continuous-learning","display_name":"continuous learning","score":0.9399999976158142},{"id":"https://openalex.org/keywords/library-management","display_name":"library management","score":0.5669999718666077},{"id":"https://openalex.org/keywords/training-materials","display_name":"training materials","score":0.4180000126361847}],"concepts":[{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.7494358420372009},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5893323421478271},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.539769172668457},{"id":"https://openalex.org/C2775936607","wikidata":"https://www.wikidata.org/wiki/Q466845","display_name":"Tracking (education)","level":2,"score":0.5048957467079163},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.49279406666755676},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.4441635310649872},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4306713044643402},{"id":"https://openalex.org/C2777211547","wikidata":"https://www.wikidata.org/wiki/Q17141490","display_name":"Training (meteorology)","level":2,"score":0.4283643960952759},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.42482253909111023},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.38430294394493103},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2919254004955292},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.26396816968917847},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.24037978053092957},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.23995181918144226},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.11293244361877441},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C153294291","wikidata":"https://www.wikidata.org/wiki/Q25261","display_name":"Meteorology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:bibliotecavirtualdefensa.es:777760","doi":null,"is_oa":false,"landing_page_url":"https://bibliotecavirtual.defensa.gob.es/BVMDefensa/es/consulta/registro.do?id=777760","pdf_url":null,"source":{"id":"https://openalex.org/S4377196928","display_name":"Virtual Defense Library (Ministerio de Defensa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210162908","host_organization_name":"Ministerio de Defensa","host_organization_lineage":["https://openalex.org/I4210162908"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Libros"},{"id":"mag:605876957","doi":null,"is_oa":false,"landing_page_url":"http://ci.nii.ac.jp/ncid/BA90838292","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5,"id":"https://metadata.un.org/sdg/4","display_name":"Quality education"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4392991505","https://openalex.org/W2086191966","https://openalex.org/W137786606","https://openalex.org/W2119033674","https://openalex.org/W2507185575","https://openalex.org/W7098485241","https://openalex.org/W647570564","https://openalex.org/W1532748691","https://openalex.org/W2069874143","https://openalex.org/W2015865775"],"abstract_inverted_index":{"determining":[0],"customer":[1,31,48,54],"service":[2,49,55],"essentials":[3],"*":[4,9,18,26,33,37,43,50],"examining":[5],"general":[6],"training":[7,12],"guidelines":[8],"preparing":[10],"specific":[11],"for":[13,53],"library":[14],"staff":[15],"and":[16,20,28,57],"volunteers":[17],"assessing":[19],"anticipating":[21],"the":[22],"needs":[23],"of":[24],"customers":[25],"tracking":[27],"responding":[29],"to":[30],"feedback":[32],"planning":[34],"staff-development":[35],"days":[36],"instituting":[38],"continuous":[39,45],"learning":[40,46],"in":[41],"libraries":[42],"integrating":[44],"with":[47],"resource":[51],"tools":[52],"managers":[56],"trainees.":[58]},"counts_by_year":[{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-25T09:29:13.331239","created_date":"2016-06-24T00:00:00"}