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In an increasingly competitive field of socially mediated information and knowledge available online, the public library's traditional services are increasingly questioned for relevancy. Drawing on the core premises of contemporary practice theory to ground the methodological and theoretical perspectives, the aim of this paper is to provide the initial “inside” view of traditional public library face‐to‐face reference work from a practice‐based perspective.

The paper includes an ethnographic case study of face‐to‐face reference service in four branches of one urban public library involving 170 hours of participant observation, 24 hours of unobtrusive observation, 480 reference interactions, and 28 participant interviews and analysis of policy documents.

This analysis highlights the structuring and mediating role of objects in the enactment of reference work. A practice‐based typology of reference interactions is introduced which characterizes the types of questions asked, knowledge processes in action, interpersonal communication style and mode of practice. The collective organizing actions of reference work are unpackaged in a non‐hierarchical or flattened plane that recognizes the key actors and dynamics of the practice as it endures across time and space.

Evidence and an approach are introduced to support re‐conceptualizing public library reference work as an epistemic practice.

The purpose of this paper is to examine the impact of a loss of face on the psychological well-being of frontline employees (FLEs) in an Eastern cultural context (Thailand) when subjected to customer aggression. Importantly, it adopts a contingency approach and examines moderating effects by which social status, a “customer is always right” organisational philosophy and a public/private context impact the nature of the association between customer aggression and loss of face. Finally, it examines the moderating effect of regulation of emotion on the association between loss of face on psychological well-being.

A survey, administered to 319 FLEs in retail stores in Thailand, asked them to recall a recent experience dealing with customer aggression. The data were analysed using structural equation modelling and a moderator regression.

Customer aggression expressions are associated with FLEs’ loss of face, which in turn affects FLEs’ emotional exhaustion and anxiety. FLEs social status and a “customer is always right” organisational philosophy moderate the association between customer aggression and loss of face, and FLEs’ loss of face is greater when their physical well-being is threatened publicly rather than in private. In addition, regulation of emotion was found to increase the negative impact of loss of face on emotional exhaustion.

The way FLEs respond to customer aggression during service encounters, as well as the FLEs’ status and the context, can intensify their loss of face and psychological well-being. This has implications for the extent to which organisations impose a “customer is always right” dictum on FLE, as well as the need for counselling and peer support immediately following customer aggression incidents.

This study is the first to investigate the moderating effects of social status, a “customer is always right” philosophy and public/private context on the expression of customer aggression and FLEs’ accompanying loss of face. In other words, rather than simply examining what causes face loss, the authors shift the focus from the “Is” question to “When” – i.e., under what contingency condition is there more or less face loss?

In the digital age, public libraries are facing numerous challenges, and the Balochistan public libraries are no exception. This study aimed to identify current digital trends adopted by the public libraries in Balochistan and to find out about challenges and potential solutions regarding digital trends from library users.

A quantitative study was carried out and data were collected through the survey method, employing a structured questionnaire. The target population consisted of 17,953 users of 17 public libraries in Balochistan. A sample of 510 users both male and female was selected by using random sampling technique from the target population.

The analysis revealed that patrons of public libraries are dissatisfied with the services offered, as they now require access to new digital trends such as fast Internet, download facilities, unlimited content on numerous resources, Wi-Fi, online reference services, universal accessibility and user-friendly interfaces. Unfortunately, public libraries in Balochistan are still lagging in terms of development. The study recommended that public libraries in Balochistan should develop and implement digital services, increase access to digital resources, hire professional librarians, professional development and collaborate with other libraries.

The study’s findings can assist in improving public library services and granting patrons access to current information and resources in Balochisthan and other developing countries. This study’s originality stems from its use of a quantitative survey approach to gather data from 17 public libraries in Balochisthan and provide a comprehensive view of the digital challenges they face. The study’s focus on digital tendencies is relevant in today’s world, where technology is rapidly changing the way, we access and consume information.

This study aimed two objectives: The first objective was to explore carriers' intentions to use cargo electric vehicles (EVs) and the factors influencing these intentions in last-mile delivery (LMD). The other objective was to provide recommendations for policymakers and manufacturers to promote and customize cargo EVs to meet the requirements of carriers in the LMD sector.

In this study the authors constructed a research framework that adjusted and extended the original technology acceptance model (TAM). The proposed model combines eight psychological factors, including attitude, perceived usefulness, perceived ease of use, perceived risk, public engagement, face consciousness, financial incentive policy and carrier intention, in which four factors, namely attitude, perceived usefulness, perceived ease of use and intention, were obtained from the original TAM and the four remaining factors, namely perceived risk, public engagement, face consciousness and financial incentive policy, were added.

The results showed that psychological factors such as attitude, perceived ease of use, perceived risk, public engagement and face consciousness might affect carriers' intentions to use electric cargo vehicles in LMD service in Vietnamese cities. These results agree with the previous studies and confirm that attitude, perceived ease of use, perceived risk, public engagement and face consciousness might be important for shaping intention to use electric cargo vehicles in emerging markets.

This study has several limitations, first, the data were collected in Vietnam, a country with weak academic contributions. Therefore, these findings might not be generalizable to other areas. The authors expect to apply the same research framework to other countries to explore the similarities and differences across the countries. Second, the authors conducted the surveys in three cities; except for Hanoi, the other two cities are not really large markets in the LMD service sector. Third, the authors ignored the relationship between the demographic characteristics and electric cargo vehicles. Further studies should address this gap.

Based on the findings, manufacturers should ensure the high-quality performance of electric cargo vehicles in terms of extending driving range and shortening recharging time. Policymakers should develop the roadmaps for electric cargo vehicles, starting from switching from conventional cargo motorcycles to electric motorcycles. In addition, developing public charging infrastructure should be prioritized, which is the fundamental basis for operating electric cargo vehicles. Finally, manufacturers should research and develop a product that would improve the reputation of carriers because carriers with higher face consciousness are more likely to pursue brand-name and high-priced products in order to enhance their reputation.

This study contributes to the literature in two aspects: First, the authors investigated intentions to use electric cargo vehicles in LMD service, which is rare from other studies, and they further identified the psychological determinants of carriers' intentions. Second, the findings increase the knowledge of carriers' intentions and suggest implications for policymakers and manufacturers to promote the adoption of electric cargo vehicles in last-mile deliver service.

This essay examines ethical aspects of the use of facial recognition technology for surveillance purposes in public and semipublic areas, focusing particularly on the balance between security and privacy and civil liberties. As a case study, the FaceIt facial recognition engine of Identix Corporation will be analyzed, as well as its use in “Smart” video surveillance (CCTV) systems in city centers and airports. The ethical analysis will be based on a careful analysis of current facial recognition technology, of its use in Smart CCTV systems, and of the arguments used by proponents and opponents of such systems. It will be argued that Smart CCTV, which integrates video surveillance technology and biometric technology, faces ethical problems of error, function creep and privacy. In a concluding section on policy, it will be discussed whether such problems outweigh the security value of Smart CCTV in public places.

The purpose of this paper is to explore the challenges that face leaders when implementing business excellence programmes in the Jordanian public sector.

The study adopted a content analysis approach to analyse the excellence assessment reports that have been produced by the King Abdullah II Centre for Excellence. The sample comprises ten public organisations which have participated in the King Abdullah Award for Excellence more than once and acknowledge in their reports that they have failed to achieve satisfactory results.

The key challenges to effect the implementation of leadership criteria in the public sector in Jordan were found to be poor strategic planning, lack of employee empowerment, weaknesses in benchmarking performance, and a lack of financial resources, poor integration and coordination, and poor measurement system.

This study proposes a conceptual model for the assessment of challenges that face managers when seeking to implement excellence in leadership in the Jordanian public sector.

Leadership challenges in the public sector are generally widely studied, but it is important to gain a better understanding of how these challenges can be overcome. In comparison to many existing studies, this research has provided specific and detailed insights these organisational excellence challenges in the public sector and provides a conceptual model for use by other researchers into the future.

The dynamics and effects of interconnected risks among construction organisations tend to be overlooked across the Malaysian public project supply chains, making them highly vulnerable to supply chain disruptions. This study aims to investigate this dynamism by assessing the supply chain’s critical vulnerabilities and capabilities that formulate the level of resilience in handling disruptive events in construction projects.

A comprehensive questionnaire survey was conducted with 105 construction professionals from two groups of respondents, the public and private organisations that work in public projects to identify their current vulnerabilities and capabilities. Data were analysed and compared using the Mann–Whitney U and Kruskal–Wallis tests.

The findings revealed that the top five critical vulnerability factors of the supply chain include political or regulatory changes, market pressures, management, financial and strategic vulnerability. Further comparisons highlighted that the public organisations faced significantly higher political threats compared to the private organisations whilst the private organisations faced significant market pressures. The survey also shows that despite the private organisations’ high capability in financial strength, the public organisations’ financial vulnerability has destabilised the entire supply chain.

This study presents the construction supply chain’s vulnerabilities in a layered framework approach that can provide managers a new perspective on the dynamics of the cascading impacts of these vulnerabilities when observed through several layers of supply chains.

The purpose of this paper is as follows: the first objective is to help illuminate part of the international archival sector’s initial responses to the crisis at its commencement, particularly by thematically analyzing the announcements made by national archives, which are arguably the leading archival institutions in their respective countries and the second objective is to help establish a joint contemporary understanding and historical snapshot of the positions of national archives during the first few months of the pandemic.

A comparative thematic analysis of national archives’ first formal public-facing COVID-19 announcements, released between March and May 2020, is conducted, specifically from the official websites of Australia’s National Archives of Australia, Canada’s Library and Archives Canada, New Zealand’s Archives New Zealand, the United Kingdom’s (UK) The National Archives and the United States of America’s (USA) National Archives.

Notwithstanding their diverse contexts, all the announcements thematically converge in discussing the closure of physical locations and spaces, as well as maintaining (reduced) services and offering remote access. Another theme appearing across most announcements is the concern for the protection of the health, welfare and safety of their communities. Additional themes featured in some of the announcements include considerations about the handling of paper records and physical materials, the removal and/or return of materials and the provision of further COVID-19 information. Unique themes appearing only once include steps for enacting precautions, furloughing staff and reopening and post-pandemic planning.

Limitations to the article’s purview include its small sample size, focus on mainly English-speaking contexts and analysis of only official websites. Nevertheless, this sample arguably includes some of the major and leading archival institutions, not only in their respective countries but also internationally, namely, two national archives from North America (Canada and the USA), one from the wider European region (the UK) and two from Oceania (Australia and New Zealand). Further studies could expand the cohort size, diversify the focus for instance by analyzing social media postings and metrics and extend the timeframe.

This study could be of interest to archival academics and professionals, as well as library and information science scholars and practitioners, public health researchers and policymakers, cultural studies scholars and historians, exploring international and intersectional initiatives that have informed or are currently informing, approaches to and understandings of this pandemic and other similar health crises. It is further hoped that this study will humbly show support and supply solidarity with the wider archival community as it continues responding to and dealing with COVID-19.

Capturing and analyzing aspects of national archives’ communication strategies related to the coronavirus pandemic is a topic of interest, not only for contemporary attempts for dealing with and understanding the crisis but also as a historical snapshot of their responses at this particular point in time.

By contributing to ongoing conversations about the coronavirus pandemic, this study provides the beginning of an analysis of the international archival sector’s initial interventions within it. As the first article in the archival literature on this topic, a baseline and point of reference are established for other studies that will hopefully follow on this topic. In these ways, it can also contribute to debates on how archives and other cultural memory institutions including libraries, museums and galleries, have reacted to the coronavirus pandemic and their resulting communication strategies and impacts upon their institutions, missions, collections, services and communities.

Provides an overview of the main challenges which face public library managers in the near future as electronic networking of library services becomes more widespread. External influences on libraries deriving from the Information Society and the government’s agenda are considered. The problems public libraries are facing in traditional services such as falling issues of lending books are compounded by a growing skills gap, specifically related to IT. As well as new demands on libraries, there are new opportunities, such as digitisation of important collections and funding for technology infrastructure which managers must respond to. Change within the profession is the most important challenge facing managers who need to understand the differences between the old and new cultures. The major issues facing managers are explored: strategic, budgetary, co‐operation, structure, technical, staff and service issues. A short, concise checklist is provided for the fully networked manager as a guide for action

This paper introduces the findings of an unusual international endeavour that combines action research with leadership development for 40 senior officials from Australia, Canada, New Zealand and the UK. The four nation Leadership Across Borders programme, co‐delivered by the governments' business schools of each country, set out to explore and understand some of the most significant facets of public service ranging from citizen engagement to whole‐of‐government complexity, and from the economic downturn to crisis management. Over the 10 months of the programme, the senior group engaged with heads of the public service, leading academics, delivery experts, leaders of civic society and scores of street level service users. This paper highlights the critical importance of understanding complexity and the role of ‘systems thinking’ in dealing with modern problems. But it also points to a new order of innovation required of leaders if they are to bring value to problems such as deprivation and global financial crises, and if they are to successfully bring about citizen‐centred services in increasingly complex societies.