Chapter 8

Where Next for the “Front Line”?

Stephen Mossop,    Head of Library Services (Retired), University of Exeter, UK


This chapter examines the question ‘is the front-line team as an expensive and unnecessary luxury that should be disbanded?’, evidencing examples of best practice and experience from previous chapters in order to draw a convincing and compelling argument in favour of their retention and continuing value.


Customer focus; customer journey mapping; customer relations; organisational culture; service quality survey; service standards; library impact

Probably one of the most telling themes to emerge from the case study chapters, certainly in terms of the future nature and purpose of the Front Line, is that of the ...

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