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The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.

The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.

The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.

This exploratory study aims to help contribute to the understanding of online information search behaviour of PhD students from different humanities fields, with a focus on subject searching.

The methodology is based on a semi-structured interview within which the participants are asked to conduct both a controlled search task and a free search task. The sample comprises eight PhD students in several humanities disciplines at Linnaeus University, a medium-sized Swedish university from 2020.

Most humanities PhD students in the study have received training in information searching, but it has been too basic. Most rely on web search engines like Google and Google Scholar for publications' search, and university's discovery system for known-item searching. As these systems do not rely on controlled vocabularies, the participants often struggle with too many retrieved documents that are not relevant. Most only rarely or never use disciplinary bibliographic databases. The controlled search task has shown some benefits of using controlled vocabularies in the disciplinary databases, but incomplete synonym or concept coverage as well as user unfriendly search interface present hindrances.

The paper illuminates an often-forgotten but pervasive challenge of subject searching, especially for humanities researchers. It demonstrates difficulties and shows how most PhD students have missed finding an important resource in their research. It calls for the need to reconsider training in information searching and the need to make use of controlled vocabularies implemented in various search systems with usable search and browse user interfaces.

The study aims to paint a representative picture of the current state of search interfaces of Swedish online museum collections, focussing on search functionalities with particular reference to subject searching, as well as the use of controlled vocabularies, with the purpose of identifying which improvements of the search interfaces are needed to ensure high-quality information retrieval for the end user.

In the first step, a set of 21 search interface criteria was identified, based on related research and current standards in the domain of cultural heritage knowledge organization. Secondly, a complete set of Swedish museums that provide online access to their collections was identified, comprising nine cross-search services and 91 individual museums' websites. These 100 websites were each evaluated against the 21 criteria, between 1 July and 31 August 2020.

Although many standards and guidelines are in place to ensure quality-controlled subject indexing, which in turn support information retrieval of relevant resources (as individual or full search results), the study shows that they are not broadly implemented, resulting in information retrieval failures for the end user. The study also demonstrates a strong need for the implementation of controlled vocabularies in these museums.

This study is a rare piece of research which examines subject searching in online museums; the 21 search criteria and their use in the analysis of the complete set of online collections of a country represents a considerable and unique contribution to the fields of knowledge organization and information retrieval of cultural heritage. Its particular value lies in showing how the needs of end users, many of which are documented and reflected in international standards and guidelines, should be taken into account in designing search tools for these museums; especially so in subject searching, which is the most complex and yet the most common type of search. Much effort has been invested into digitizing cultural heritage collections, but access to them is hindered by poor search functionality. This study identifies which are the most important aspects to improve.

This paper aimed to determine the extent to which academic libraries and information services were extended due to the emergence of COVID-19 in the Gauteng Province, South Africa.

Founded on a pragmatism paradigm, the sequential explanatory research design was adopted to engage with participants and respondents on their experience of library services extensions to support users during the COVID-19 pandemic. Data were collected using online questionnaires and interviews. Cluster and purposive sampling were used and data for the quantitative part were analyzed using the Statistical Package for the Social Sciences (SPSS), whilst qualitative data were analyzed manually.

Findings revealed that academic libraries operating in a higher education environment provided extensive support to remote users during the COVID-19 pandemic. This was done through the utilization of a variety of technology utilization, ranging from traditional e-mail support to the use of technology related to Artificial Intelligence such as the BOTsa, which is a Chatbot aimed to assist users in receiving speedy responses to library-related inquiries.

This study is unique in that it focuses on academic libraries that operate in higher education environments where support for achieving academic endeavors becomes imperative to ensure the smooth execution of teaching and learning activities within the restrictions put in place due to the COVID-19 pandemic. Adaptions and improvements to academic library services during and post-COVID-19 era were successful in ensuring that remote users could obtain similar services and access to information as was the case before the outbreak of the COVID-19 pandemic.