Search results

1 – 10 of over 81000
Article
Publication date: 1 March 1995

Samuel Wathen and John C. Anderson

Service delivery requires the reception and processing of customerinformation. To deliver a service that satisfies customers, service jobdesign should consider information needed…

1860

Abstract

Service delivery requires the reception and processing of customer information. To deliver a service that satisfies customers, service job design should consider information needed to complete service delivery tasks. The objective here is to determine if the quantity of customer information received by a service delivery process has implications for service job design.

Details

International Journal of Service Industry Management, vol. 6 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 1 February 1987

Douglas K. Ferguson

The Fred Meyer Charitable Trust, Division of Library and Information Resources for the Northwest, has funded five research projects that will demonstrate the potential of various…

Abstract

The Fred Meyer Charitable Trust, Division of Library and Information Resources for the Northwest, has funded five research projects that will demonstrate the potential of various techniques and new technologies to facilitate communications and resource sharing in the Northwest. The experience and information derived from these projects will be of value to all libraries and information centers, not just those conducting the research. The techniques and technologies being evaluated include: simultaneous remote searching, which uses inexpensive terminals and modems; a mini‐computer‐based union list and resource sharing network (INFONET); networks using facsimile machines; networks that transmit documents that have been optically scanned into bit‐map image files; and use of optical character recognition equipment to capture ASCII machine‐readable information that can be broadcast by television stations to user‐sites. Contributors of reports are: Verl Anderson, Linda Brander, Millard F. Johnson, Jr., Bruce Morton, and Steve Smith. Summary observations are provided by Joseph R. Matthews.

Details

Library Hi Tech, vol. 5 no. 2
Type: Research Article
ISSN: 0737-8831

Article
Publication date: 1 March 1993

Joel L. Hartman and Ellen I. Watson

The Bradley Library Information Support System (BLISS) is a comprehensive local area network designed to provide library users with an array of electronic information access and…

Abstract

The Bradley Library Information Support System (BLISS) is a comprehensive local area network designed to provide library users with an array of electronic information access and management services to support Bradley University's curriculum, research, and scholarly activities. The LAN is designed in a client/server architecture, with function‐specific Unix servers operating over an Ethernet network, to support a range of services both within the library and campuswide. BLISS workstations are available to both patrons and staff and located throughout the library; some BLISS resources are network‐accessible to the general campus community. A menu interface lists the resources available and establishes a transparent connection between the user and the selected resource. BLISS is a joint project of the library and computing services, providing a platform for the development of cohesive electronic information services and for the training, documentation, and mediation serices necessary to effectively use them.

Details

Library Hi Tech, vol. 11 no. 3
Type: Research Article
ISSN: 0737-8831

Open Access
Article
Publication date: 29 November 2017

Chiehyeon Lim, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim and Paul P. Maglio

The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the…

8435

Abstract

Purpose

The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, although a holistic understanding of the issues is essential in using data to advance service in practice and provides a basis for future research. The purpose of this paper is to address this research gap.

Design/methodology/approach

“Using data to advance service” is about change in organizations. Thus, this study uses action research methods of creating real change in organizations together with practitioners, thereby adding to scientific knowledge about practice. The authors participated in five service design projects with industry and government that used different data sets to design new services.

Findings

Drawing on lessons learned from the five projects, this study empirically identifies 11 managerial issues that should be considered in data-use for advancing service. In addition, by integrating the issues and relevant literature, this study offers theoretical implications for future research.

Originality/value

“Using data to advance service” is a research topic that emerged originally from practice. Action research or case studies on this topic are valuable in understanding practice and in identifying research priorities by discovering the gap between theory and practice. This study used action research over many years to observe real-world challenges and to make academic research relevant to the challenges. The authors believe that the empirical findings will help improve service practices of data-use and stimulate future research.

Details

Journal of Service Theory and Practice, vol. 28 no. 1
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 7 February 2018

Aubrey Harvey Chaputula and Stephen Mutula

The aim of this paper is present findings of a study conducted to find out the current state of providing and accessing library and information services in public university…

1160

Abstract

Purpose

The aim of this paper is present findings of a study conducted to find out the current state of providing and accessing library and information services in public university libraries in Malawi through mobile phones.

Design/methodology/approach

The researcher carried out in-depth semi-structured interviews with university/college librarians using interview guides. University/college librarians were purposefully selected for the interviews because they are overall managers of their libraries, hence in a better position to provide information that addressed the study objectives. Proceedings of the interviews were recorded using a tape recorder, whilst backup notes were recorded in a notebook. Data were transcribed and analysed using Nvivo software.

Findings

Findings revealed that only one library in this study had fully implemented the offering of library and information services through mobile phones, whilst the rest were moving towards the same. Both user and reference service offering through mobile phones included e-journals, Facebook, WhatsApp, Online Public Access Catalogue and SMS. The institutions in this study had institutional repositories, e-journals and e-books, among others, which they could offer through mobile phones. High cost of accessing services through mobile phone, vandalism of Information and Communications Technologies infrastructure, shortage of skills and network congestion are some of the factors that may affect the offering of library and information services through mobile phones.

Research limitations/implications

Malawi has four public universities. However, this article reports findings of a case study of three of the four constituent colleges of the University of Malawi (College of Medicine, Kamuzu College of Nursing and Polytechnic), Lilongwe University of Agriculture and Natural Resources and Mzuzu University. By virtue of being a case study, it means that the findings made are only applicable to the five institutions covered.

Practical implications

The study findings have practical implications in that they can be used as a model for planning the implementation of library and information services through mobile phones not only in public university libraries in Malawi but also other related institutions locally and internationally.

Originality/value

Use of mobile phones in the delivery of library and information services is receiving a lot of attention from researchers the world over. However, this is not the case in Malawi, as studies of this nature have not been conducted in the public university sector or in other related sectors. Findings of this study will, therefore, inform researchers intending to conduct similar or related studies not only in public universities in Malawi but other related institutions as well.

Details

Global Knowledge, Memory and Communication, vol. 67 no. 1/2
Type: Research Article
ISSN: 0024-2535

Keywords

Article
Publication date: 1 March 2002

Suzanne M. Ward, Yem S. Fong and Damon Camille

Fee‐based services in libraries offer research and document delivery services to non‐primary clientele on a cost‐recovery basis. Highlights services at the University of Colorado…

1792

Abstract

Fee‐based services in libraries offer research and document delivery services to non‐primary clientele on a cost‐recovery basis. Highlights services at the University of Colorado, Boulder, Rice University and Purdue University. Explores the major financial considerations involved in starting a new fee‐based service, including planning, staffing, pricing and marketing. Relates several special opportunities to which the libraries could not have responded without having had an existing fee‐based service with experienced staff in place. Also examines Internet opportunities.

Details

The Bottom Line, vol. 15 no. 1
Type: Research Article
ISSN: 0888-045X

Keywords

Article
Publication date: 7 November 2016

Elisha Ondieki Makori

Modern technological solutions are rapidly changing the information landscape in library and information establishments. One such innovative solution that is gaining momentum in…

1519

Abstract

Purpose

Modern technological solutions are rapidly changing the information landscape in library and information establishments. One such innovative solution that is gaining momentum in information centers is cloud computing. The purpose of this paper is to explore and compare opportunities and challenges of “cloud computing paradigm” in handling and supporting delivery of information services in university libraries in the face of the present hard economic situation and limited financial budgets.

Design/methodology/approach

The study is based on current academic literature, document analysis, several editorials and articles on the potential and challenges of cloud computing paradigm in university library and information centers.

Findings

Cloud computing is proving as the best management practice of salvaging information services in university libraries due to numerous competing challenges and issues in institutions of higher education. University libraries in developing countries face many challenges of inadequate information infrastructure, limited financial budgets, manpower issues and rapid changes in technological systems. In the context of hard economic times, cloud computing is critical in adding value as well as advancing the goals and objectives of modern university libraries. Cloud computing is the “best technology practice” that is poised to play crucial roles in enhancing quality provision and delivery of information services in university library and information centers. There are many competing challenges and claims, but potential benefits count more.

Research limitations/implications

The study is based on the ideas of cloud services conceptualized from reading academic literature, document analysis, several editorials, articles and professional work experience. The paper identifies that cloud computing paradigm is useful in achieving the goals and objectives of university libraries in this hard economic situation facing institutions of higher learning.

Practical implications

The paper provides practical insights that cloud computing is the “must have technology” for modern university library and information centers already burdened with the demand to develop effective and efficient technological solutions due to subsequent changing needs of the digital information environment. This study is useful for university libraries, information professionals, information communication technology professionals and university management.

Social implications

Cloud computing paradigm provides university libraries with the business opportunity to use comprehensive technological solutions with reduced capital expenditure and safe methods of data storage. This eases the inconveniences normally caused by the need to develop and own such comprehensive technological solutions.

Originality/value

This research looks at the potential of the emerging trend of “cloud computing paradigm” in enhancing quality provision and delivery of information services in university library and information centers in the context of limited financial budgets. Cloud computing has been gaining momentum in Kenya, especially in business organizations as compared to library and information establishments.

Details

Library Hi Tech News, vol. 33 no. 9
Type: Research Article
ISSN: 0741-9058

Keywords

Article
Publication date: 23 August 2023

Patrick Chijioke Igbokwe

The study examined capacity-building practices for librarians' effective library service delivery in Federal University Libraries in Nigeria.

Abstract

Purpose

The study examined capacity-building practices for librarians' effective library service delivery in Federal University Libraries in Nigeria.

Design/methodology/approach

The design for this paper was a descriptive survey research design. Data was collected using a questionnaire from a total number of 178 respondents. Collected data were analyzed using mean scores and standard deviation.

Findings

The findings reveal that learning capacity-building practices such as rotating members of staff for wider experience exist in these libraries. Learning capacity-building practices contributes to effective service delivery by enhancing various library services. Results also show that there are challenges confronting learning capacity-building practices which include inadequate funding. For these libraries to perform to their highest potentials, their learning capacity needs to be built and developed.

Research limitations/implications

The major limitation of this study is the tendency of the respondents to fake their responses which may arise from their personal biases.

Practical implications

Therefore, university library management and university administrators should as a matter of urgency develop policies that will ensure that capacities are built for better service delivery or risk users losing interest in the library.

Originality/value

The study examined a vital dimension of capacity build, which is learning capacity building. The findings will help university administrators and library management to know the different learning capacity-building practices that exist in the various libraries and the extent to which these practices are important and relevant for effective service delivery. This will assist them in adopting relevant and adequate learning capacity-building strategies and guiding them in formulating effective capacity-building policies.

Details

Library Management, vol. 44 no. 8/9
Type: Research Article
ISSN: 0143-5124

Keywords

Book part
Publication date: 15 December 2016

Abstract

Details

Mastering Digital Transformation
Type: Book
ISBN: 978-1-78560-465-2

Article
Publication date: 2 October 2019

Ja-Shen Chen, Hung-Tai Tsou, Cindy Yunhsin Chou and Ciou-Hua Ciou

Drawing on the extant multichannel service quality literature and customer needs regarding the experiential value of online and offline shopping, the purpose of this paper is to…

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Abstract

Purpose

Drawing on the extant multichannel service quality literature and customer needs regarding the experiential value of online and offline shopping, the purpose of this paper is to examine the relationships among multichannel service delivery quality (MSDQ), customer experiences, continued engagement intentions and customer involvement.

Design/methodology/approach

A research model with five hypotheses was proposed. Data were collected from 911 Taiwanese consumers who had a minimum of two years of multichannel shopping experience. The consumers were asked to complete a survey about their experience with MSDQ. Structural equation modelling was adopted to analyse the data.

Findings

The results of the analysis suggest that MSDQ positively impacts customer experiences, which in turn influence their continued engagement intentions. Furthermore, the analysis found that customer involvement positively moderates the effects of MSDQ on customer experiences.

Research limitations/implications

This study adopts the customer experience view to examine the effect of a holistic MSDQ design (including information transparency and accessibility and channel integration) on continued engagement intentions. By integrating a different conceptual lens, this study investigates the relationships among multichannel service quality, customer experiences and customer involvement, which adds alternative insights to the existing findings.

Practical implications

Managers must provide approaches to enhance the customer experiential values of utilitarianism, aesthetic appeal and playfulness; facilitate the information flow to be transparent and easily accessible; and provide different degrees of service based on customers’ experiences with their multichannel services to satisfy all consumers’ shopping needs.

Originality/value

The literature has focussed primarily on service providers’ technology capabilities and resources to design multichannel delivery systems. However, this study develops an MSDQ model and investigates its effects on customers’ experiences and continued engagement intentions.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 2
Type: Research Article
ISSN: 1355-5855

Keywords

1 – 10 of over 81000