In an experience economy, the alternative options for higher education are varied; resulting in competition and a deliberate focus on student experience to create competitive advantage. In this regard, the various constituents of the university, including the library, are required to transform the organisational culture, specifically, the service culture, to engage students in a way that creates a memorable experience. In response, The UWI, Mona Library re-launched its Customer Service programme: using an in-house inspired 10 element service model, with initiatives aimed at realising each element, the library purposed to build a service culture. This paper seeks to assess employees' perception of the impact of the initiatives of this model.,This survey research employed individual interviews to assess employees' perception of the impact of the initiatives of the service model, with the objective of refining the model, where needed, for continued use in the Mona Library, and for use in libraries desirous of implementing the model.,The initiatives of the service model are creating the desired customer service culture and aspects have been identified for refinement.,The model is based on the needs, experiences, history, culture and strategic priorities of one Caribbean university library. It centres on the employees and their perception. As such, it focuses less on the product, space and the external customer; but it is hoped that by focusing on the employees (specifically creating a service culture amongst them) that this will ultimately impact product, space and the overall customer experience.,Provides the top priorities and considerations for a practicing Caribbean / developing country academic library manger, with an interest in a model for nurturing service culture amongst the employees.,This paper is of value as it centres on creating a service culture, rather than on the usual customer service satisfaction survey, offers a service model and adds to the literature on customer service in academic libraries.

中文翻译：

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在体验经济中培育客户服务文化：员工对西澳大学、莫纳图书馆服务模式的评价

在体验经济中，高等教育的替代选择多种多样；导致竞争并刻意关注学生体验以创造竞争优势。在这方面，大学的各个组成部分，包括图书馆，都需要转变组织文化，特别是服务文化，以创造难忘体验的方式吸引学生。作为回应，UWI 莫娜图书馆重新启动了其客户服务计划：使用内部启发的 10 要素服务模型，旨在实现每个要素的举措，图书馆旨在建立服务文化。本文旨在评估员工对该模型举措影响的看法。,这项调查研究采用个人访谈来评估员工的 感知服务模型倡议的影响，目标是在需要时改进模型，以便在 Mona 图书馆继续使用，并在希望实施该模型的图书馆中使用。,服务模型的倡议是创建所需的客户服务文化和方面已确定需要改进。,该模型基于一个加勒比大学图书馆的需求、经验、历史、文化和战略优先事项。它以员工及其感知为中心。因此，它较少关注产品、空间和外部客户；但希望通过关注员工（特别是在他们中间创建服务文化），这将最终影响产品、空间和整体客户体验。