What is it about?
Learn about how one library used secret shopping to assess customer service and change service models.
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Why is it important?
We explain how 3 rounds of secret shopping informed decisions about reference library services.
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This page is a summary of: Using secret shopping to assess student assistant training, Reference Services Review, August 2013, Emerald,
DOI: 10.1108/rsr-12-2012-0086.
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