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This study aimed to examine the relationship between customer relationship management (CRM)-based library services and head librarians' personal and academic variables. The status of CRM-based library services in the university libraries of Pakistan was also assessed.

A cross-sectional survey research design and quantitative research approach were applied. A structured questionnaire was emailed to the heads librarians of all university libraries recognized by the Higher Education Commission of Pakistan, and the response rate was 74 percent.

The analysis showed that a relationship to CRM-based library services was confirmed by the head librarians' age, academic qualification, professional experience, CRM awareness and training. Moreover, several CRM-based library services such as face-to-face interaction, current awareness services, orientation for new users, coordination through e-mail services, special goodwill to regular users, make telephone calls, complaints/suggestions boxes, online services, provision of a conducive learning environment, user education, selective dissemination of information services, users' participation in the collection and service development, ask a librarian services and users' help desk services were currently being practiced by the university libraries.

This study is a valuable resource for developing user-centered library services and culture. Findings are helpful in enhancing CRM applications in libraries and making their users satisfied and loyal. This study makes a significant contribution to the body of literature and knowledge on library CRM.

One of the organization's main goals is to maintain their customers' loyalty, as this can give them a competitive advantage. Therefore, this study is intended to look into the impact of library service quality using LibQUAL + TM dimensions (library service effect, personal control and library as a place), library image and trust on users’ loyalty with the mediating effect of perceived service value and satisfaction.

Data for hypotheses testing were gathered from Minhaj University Lahore (MUL), a private sector university's staff, administration and students, using a survey questionnaire. About 500 questionnaires were randomly distributed, and 407 were utilized as the final sample for analysis. Structural equation modelling (SEM), using SmartPLS 4 and SPSS 25, were used to analyze the empirical data.

First, research reveals that library image, users’ trust, library service effect and personal control significantly influence user satisfaction. Second, the library as a place and personal control are not a significant indicator of perceived service value. Third, perceived service value and satisfaction have a direct positive relationship with users' loyalty. Fourth, trust and library service effect is indirectly related to loyalty via perceived service value. Fifth, satisfaction does not mediate the relationship between library as a place and loyalty.

Customer satisfaction must be guaranteed by library administration if it hopes to win users’ loyalty. In light of the fact that a variety of factors can affect customer satisfaction, their perception and loyalty, library management should enhance not just the quality of library services along with other factors such as library image and users’ trust.

The study examined the independent impact of library image and users’ trust on satisfaction, perceived service value and users’ loyalty, which, within the framework of the library, has never been addressed in literature.

This research investigates the presence of communitarian philosophy within contemporary Scottish public library strategy, exploring links between philosophy, politics and practice.

The paper follows a qualitative research approach, combining content analysis and discourse analysis methodologies for the analysis of a corpus of Scottish public library trust documentation according to a thematic framework of communitarian values.

The analysis revealed strong links between trust strategy and communitarian values but also highlighted contradictions within this form of communitarianism which belied a deeper neoliberal philosophical foundation. The research therefore identified a communitarian strategic service shift which introduced benefits of social inclusion, community autonomy and common good but also brought concerns of an inherently weakened communal foundation and the survival of a neoliberal status quo.

The analysis is focused on strategy in Scotland only and thus can only claim to be representative of that country. However, the growth in communitarian strategies in the public sector is informed from the analysis undertaken.

The paper provides a novel analysis of public library strategy and thus contributes to the understanding of public library practice in the modern era.

The impacts of communitarian philosophy in the public sphere are under-researched and how these changes impact the mission of libraries needs to be better understood.

This is the first analysis to consider public library strategy from a communitarian point of view. As such, it provides novel insights into a growing area of public service development.

The return on investment (ROI) model is a tool used to measure the financial benefits and costs of an investment, in this case, the investment in digital library resources. By applying this model to the AAU digital library resources, the study seeks to determine whether these resources are providing sufficient value for the investment made in them.

The proposed ROI model has two distinct phases and utilizes two different sets of data to calculate the return on investment for a database subscription. In Phase I, the ROI is calculated based on the total number of downloads of full-text articles from the database during the academic year 2019–2020. This information is used to determine the financial returns of the database subscription costs. In Phase II, the ROI is calculated by examining the citations drawn from the Scopus database on a sample of 30 funded research projects for the College of Engineering during the year 2019. These data are used to determine the impact of the database subscription on research output and its contribution to the success of the College of Engineering's research projects. The two phases of the proposed ROI model aim to provide a comprehensive understanding of the value of the database subscription and its impact on both financial returns and research output.

The findings of the study indicated different results between Phase 1 and Phase 2 of the study. The positive ROI in Phase 1 suggests that the investment in online databases has a good return for the AAU, as they are gaining almost a dollar for every dollar spent. However, the negative ROI in Phase 2 is concerning. It suggests that the investment in the IEEE database is not generating a positive return for the AAU and may even be costing the institution money. Overall, these findings highlight the importance of measuring ROI in academic libraries, particularly in Arab countries where resources may be limited. By understanding the impact of library investments on institutional outcomes, libraries can make informed decisions about where to allocate their resources and how to optimize their services to best serve their communities.

The findings of the current study were based on data collected from a specific sample, therefore, the findings may not be generalized to other academic libraries. A similar study with larger and more diverse samples can help to validate and extend the results of this study.

The findings of the study provide evidence that the proposed ROI model can be effectively applied in Arab countries and academic libraries in the Arab world, this could encourage more institutions in the region to adopt this model for evaluating their investments and projects. The study may also guide how to adapt the model to the specific cultural and organizational contexts of Arab countries.

By examining types of literacies taught by public libraries and the modes through which these programs were offered, this study aims to explore how public libraries might integrate data literacy training for the general public into existing library educational programs.

This study examined programs offered in 30 US public libraries during 2019 and 2020 to better understand types of literacy education announced to the public through library website listings and Facebook Events pages.

While public libraries offered educational programs in literacy areas ranging from basic reading and writing to technology, vocational skills, health literacy and more, data literacy training was not widely offered. However, this study identified many already-existing programs highly compatible for integrating with data literacy training.

This study offered new insights into both the literacies taught in public library programs as well as ways for public libraries to integrate data literacy training into existing educational programming, in order to better provide data literacy education for the general public.

This study aims to investigate whether students would accept augmented reality technology in Al Ain University (AAU) libraries as part of digital library services.

This study used a modified technology acceptance model–based survey instrument for data collection. Data was collected through an online questionnaire, which was sent to 400 students via email in March 2023. Out of the total participants, 176 students completed the questionnaire.

This study found that AAU students have a positive perception of augmented technology use in the library. They believe that augmented technology will be useful and easy to use, and students are willing to use it to access library resources and services.

This study contributes to the digital library perspectives in academic libraries.

The purpose of this paper is to explore how robots are being used in libraries and information centers to transform their services and what are the future possibilities and trends in the application of robots in libraries.

Through a review of the literature, this paper analyzes various library websites and consults literature relating to the use of telepresence robots in libraries; the current application of robots in libraries has been enumerated along with case studies of libraries currently adopting telepresence robots.

With the practical examples of libraries using different types of robots, this study summarizes diverse activities of artificial intelligence-mediated robots. The uses of telepresence technology in libraries help to enhance library services, reach new users and provide a more inclusive and accessible library experience. Telepresence robots enhance the quality and accessibility of library services, expand library outreach and provide new opportunities for virtual engagement and programming. The application of telepresence robots in libraries can offer many benefits, but there are also several challenges that libraries must address to ensure successful implementation.

This study will motivate libraries and library professionals to take advantage of adopting telepresence robots in library and information center services and further accelerate library operations in the right direction.

This paper highlights how the introduction of telepresence robots in libraries improves services and productivity and creates a more engaging environment for the user group. The benefits and challenges of using robots in the library and the future trend in the application of telepresence robots in libraries are also discussed.

This paper is a systematic review that aims to collect and review studies on library users’ smartphone use to access library services and resources. Another objective of the systematic review is to identify the challenges and benefits (reported in the reviewed literature) regarding using smartphones to access library resources and services.

The researchers searched the relevant literature from four databases: Scopus, Library and Information Science Technology Abstracts, Web of Science and Google Scholar. A total of 20 studies were selected, out of the 2,416 retrieved titles, for review in light of the PRISMA guidelines. This systematic review also used the quality assessment guidelines of Boynton and Greenhalgh (2004), to analyze the quality of the publications reviewed in the study.

The results highlighted that library users used smartphones to access a wide range of library services, including directions help, fresh arrivals, library news notifications, room and course reservations, library account management, circulation and the Online Public Access Catalogue (OPAC). The libraries offered their users multiple mobile-supported services related to searching for resources and account management. The challenges, as well as the benefits associated with the use of smartphones for accessing and using library services, have also been reported. Most reviewed studies scored high (9–13 out of 13) in the quality assessment.

This research has some limitations. First, only the English-language research studies were included in the review. Therefore, it is possible that a significant study conducted in a language other than English was missed. Second, researchers performed a comprehensive search to collect the maximum number of relevant studies; there is a chance that an important study was missed during the search and retrieval process.

This research fills the research gap by advancing the literature on mobile device use for accessing library services and resources. The findings might help library professionals understand the current trends in accessing library services through smartphones. This also helps them plan the latest mobile-supported library services to meet the ever-changing demands of library users. Policymakers could also benefit from this research, as it could help them understand current trends in library services and facilitate them in making appropriate policies, funding allocations and implementing mobile services in libraries.

The researchers found that the use of mobile phones to access library services and resources impacts society in a discernible way. It provides a rich environment as users access a wide range of library services, including directions help, fresh arrivals, library news notifications, room and course reservations, library account management, circulation and the OPAC without any hindrances or hurdles.

This is the first review, to the best of the authors’ knowledge, that has systematically collected and reviewed the literature on the topic under study. This study also shares the theoretical and practical implications of the research and future research directions for researchers.

The purpose of this study was to get a baseline understanding of the state of reference services in urban public libraries in the United States.

The researchers surveyed all members of the Urban Libraries Council, a network of public library systems in urban centers across the country. The survey asked about their reference services, including how reference is offered, volume and types of questions and staff responsibilities. Participants were also asked how reference has changed in the past 5–10 years and what changes they anticipate in the future.

This study found that the vast majority of urban public libraries still maintain a physical reference desk, but most also offer reference services in other formats as well. Most libraries have seen numbers of reference questions decline. Reference staff members are engaged in instruction, programming and community outreach as well. Looking ahead, some libraries expect reference questions to continue to decline and demand for virtual services to increase.

Directors and reference staff of public libraries, especially those in urban and suburban settings, will find these results useful for benchmarking against their own experiences and for planning for future changes.

While discussions of changes in reference service and volumes of reference questions are plentiful, as are predictions of how these declines will impact reference services, there is little current research on the actual state of those services. This study fills a gap in the literature by providing a baseline overview of the reference services in urban public libraries.

This study aims to examine Big Data and the management of libraries in the era of the Fourth Industrial Revolution and its implications for policymakers in Nigeria.

A qualitative methodology was used, involving the administration of open-ended questionnaires to librarians from six selected federal universities located in Southwest Nigeria.

The findings of this research highlight that a significant proportion of librarians are well-acquainted with the relevance of big data and its potential to positively revolutionize library services. Librarians generally express favorable opinions concerning the relevance of big data, acknowledging its capacity to enhance decision-making, optimize services and deliver personalized user experiences.

This study exclusively focuses on the Nigerian context, overlooking insights from other African countries. As a result, it may not be possible to generalize the study’s findings to the broader African library community.

To the best of the authors’ knowledge, this study is unique because the paper reported that librarians generally express favorable opinions concerning the relevance of big data, acknowledging its capacity to enhance decision-making, optimize services and deliver personalized user experiences.