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Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and information and communication technology usage, which is known as digital divide, however has been identified as one of the major obstacles to the implementation of e-government system. As digital divide inhibits citizen’s acceptance to e-government, it should be overcome despite the lack of deep theoretical understanding on this issue. This research aimed to investigate the digital divide and its direct impact on e-government system success of local governments in Indonesia as well as indirect impact through the mediation role of trust. In order to get a comprehensive understanding of digital divide, this study introduced a new type of digital divide, the innovativeness divide.

The research problems were approached by applying two-stage sequential mixed method research approach comprising of both qualitative and quantitative studies. In the first phase, an initial research model was proposed based on a literature review. Semi-structured interview with 12 users of e-government systems was then conducted to explore and enhance this initial research model. Data collected in this phase were analyzed with a two-stage content analysis approach and the initial model was then amended based on the findings. As a result, a comprehensive research model with 16 hypotheses was proposed for examination in the second phase.

In the second phase, quantitative method was applied. A questionnaire was developed based on findings in the first phase. A pilot study was conducted to refine the questionnaire, which was then distributed in a national survey resulting in 237 useable responses. Data collected in this phase were analyzed using Partial Least Square based Structural Equation Modeling.

The results of quantitative analysis confirmed 13 hypotheses. All direct influences of the variables of digital divide on e-government system success were supported. The mediating effects of trust in e-government in the relationship between capability divide and e-government system success as well as in the relationship between innovativeness divide and e-government system success were supported, but was rejected in the relationship between access divide and e-government system success. Furthermore, the results supported the moderating effects of demographic variables of age, residential place, and education.

This research has both theoretical and practical contributions. The study contributes to the developments of literature on digital divide and e-government by providing a more comprehensive framework, and also to the implementation of e-government by local governments and the improvement of e-government Readiness Index of Indonesia.

This research explores perceptions of knowledge management processes held by managers and employees in a service industry. To date, empirical research on knowledge management in the service industry is sparse. This research seeks to examine absorptive capacity and its four capabilities of acquisition, assimilation, transformation and exploitation and their impact on effective knowledge management. All of these capabilities are strategies that enable external knowledge to be recognized, imported and integrated into, and further developed within the organization effectively. The research tests the relationships between absorptive capacity and effective knowledge management through analysis of quantitative data (n = 549) drawn from managers and employees in 35 residential aged care organizations in Western Australia. Responses were analysed using Partial Least Square-based Structural Equation Modelling. Additional analysis was conducted to assess if the job role (of manager or employee) and three industry context variables of profit motive, size of business and length of time the organization has been in business, impacted on the hypothesized relationships.

Structural model analysis examines the relationships between variables as hypothesized in the research framework. Analysis found that absorptive capacity and the four capabilities correlated significantly with effective knowledge management, with absorptive capacity explaining 56% of the total variability for effective knowledge management. Findings from this research also show that absorptive capacity and the four capabilities provide a useful framework for examining knowledge management in the service industry. Additionally, there were no significant differences in the perceptions held between managers and employees, nor between respondents in for-profit and not-for-profit organizations. Furthermore, the size of the organization and length of time the organization has been in business did not impact on absorptive capacity, the four capabilities and effective knowledge management.

The research considers implications for business in light of these findings. The role of managers in providing leadership across the knowledge management process was confirmed, as well as the importance of guiding routines and knowledge sharing throughout the organization. Further, the results indicate that within the participating organizations there are discernible differences in the way that some organizations manage their knowledge, compared to others. To achieve effective knowledge management, managers need to provide a supportive workplace culture, facilitate strong employee relationships, encourage employees to seek out new knowledge, continually engage in two-way communication with employees and provide up-to-date policies and procedures that guide employees in doing their work. The implementation of knowledge management strategies has also been shown in this research to enhance the delivery and quality of residential aged care.

Doctor–medical institution collaboration (DMIC) services are an emerging service mode in focal online health communities (OHCs). This new service mode is anticipated to affect user satisfaction and doctors' engagement behaviors. However, whether and how DMIC occurs is still ambiguous because the topic is rarely examined. To bridge this gap, this study explores doctors' participation in DMIC services and its effects on their online performance, as well as its effect on patients' evaluation of them on OHC platforms.

The authors propose hypotheses based on structural holes theory. A unique dataset obtained from one of the most popular OHCs in China is used to test the hypotheses, and difference-in-differences estimation is adopted to test the causality of the relationship.

The results demonstrate that providing DMIC services improves doctors' online consultation performance and patients' evaluations of them but has no significant effect on doctors' knowledge-sharing performance on OHC platforms. Doctors' knowledge-sharing performance and consultation performance mediate the relationship between participation in DMIC services and patients' evaluation of doctors. Regarding doctors' participation in DMIC services, its impact on doctors' consultation performance and patients' evaluation of them is weaker for doctors with higher professional titles than for doctors with lower professional titles.

The findings clarify the value creation mechanisms of online collaboration between doctors and medical institutions and thereafter facilitate doctors' participation in DMIC services and enhance the sustainable development of OHCs.

Patient and family satisfaction is very important for improving the quality of health services, especially in hospitals. This study aims to evaluate the performance of officers and services and their effects on the satisfaction of patients in intensive care unit (ICU) at RSUP Dr. M. Djamil Padang.

This study used a quantitative method with a cross-sectional approach. A sample of 80 respondents was obtained using a random sampling technique (simple random). Data were collected using a questionnaire, and the analysis used was univariate.

The results showed that the evaluation of staff and service performance on ICU patient satisfaction considered from the aspects of the ease of service procedures, service requirements, clarity of serving officers, officer discipline, officer responsibilities, ability of officers to provide services, speed of service, fairness in getting services, courtesy and friendliness of officers in providing services, reasonableness of costs, clarity of cost details, accuracy of implementation of the service time schedule, comfort in the service room environment and security of services in the ICU room in 2020 was rather good.

This study indicates that the evaluation of the performance of officers and services on ICU patient satisfaction was good and satisfying for patients’ families.

This paper reports the findings of a part of a larger study investigating the sources of consumer health information (CHI) available to the public, with particular emphasis on the use of electronic sources of health information. During the investigation discussions were held with managers and information officers of CHI services to examine provision. Detailed here are examples of the services provided by the Trent region. In consideration of the study's emphasis on the use of electronic sources of health information, the availability of electronic public access community information systems as sources of health information within the Trent region of the UK is discussed, and examples of such local government‐run systems are reviewed.

COVID-19 forced libraries and other institutions to either close their doors to users or change their services routines. At this time, the libraries should extend their efforts to meet the increasing demands of information services in terms of quantity and quality of information services. This study aims to explore the role and responsibilities of academic libraries during times of crisis from the staff perception in academic libraries in Jordan.

A questionnaire was disseminated to 359 library staff who were working at the 10 public universities in Jordan; 295 questionnaires were suitable to analyze, with a response rate of 82.2%.

The results indicated the importance of increasing academic libraries – specifically academic libraries in Jordan – awareness about the vast and important role of libraries to support research and the public community by providing authentic information sources about the pandemic to increase public awareness about the pandemic, besides contributing to disseminating research related to the pandemic as well as producing related research. Libraries needed to adjust their collection and information services during the crisis as they looked for ways to support the users they serve. The results affirmed that access to information remains the social responsibility of librarians.

The findings will provide insights for other academic libraries on how to react in a crisis and maintain its role as a reliable information source.

During the health pandemic, people needed support in terms of getting easy access to authentic and reliable information. Libraries hold a social responsibility to the local community, such as awareness campaigns, posting videos on health practices and hygiene on it websites and social media.

This paper provides insights and practical solutions for academic libraries in response to global health pandemics. It will help academic libraries handle and cope with the challenges of providing distance library services over digital channels.

This paper aims to present recently published resources on information literacy and library instruction through an extensive annotated bibliography of publications covering all library types.

This paper annotates English-language periodical articles, monographs, dissertations and other materials on library instruction and information literacy published in 2017 in over 200 journals, magazines, books and other sources.

The paper provides a brief description for all 590 sources.

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.

The purpose of this paper is to assess the degree to which auctioning the right to provide universal service is a viable option in developed countries with high teledensity and near ubiquitous fixed line and mobile networks. The paper also aims to provide signposts on the types of issues regulators need to consider and resolve when designing auctioning mechanisms for the competitive provision of universal service.

The paper examines the nature and scope of universal service, the approaches that have been used to identify the costs of universal service provision and the difficulties in using an auction process to allocate the right to provide universal service in countries with near ubiquitous network infrastructure. Australia is used as a case study on the difficulties of using auctions to encourage new entry in universal service areas served by a powerful incumbent. The paper also examines the types of issues regulators need to resolve when designing auction mechanisms for universal service provision.

The paper concludes that for developed countries, it is unclear whether the use of auctions for the provision of universal service will have the desired effect of ensuring a market‐based approach to service provision. This is because the risks associated with becoming an alternative universal service provider are likely to outweigh the benefits of doing so. Further, the risks faced by an alternative universal service provider are not borne by the incumbent operator thus further increasing the disincentive to bid for the right to provide universal service. The paper also concludes that the practical design of the universal service rights and obligations which will be attached to a winning bidder's license conditions is an extremely important mechanism by which some of the risks to potential universal service providers can be overcome.

The paper stimulates thinking about whether universal service auctions are a viable means of providing universal service in developed countries. In presenting empirical evidence of the difficulties in using auctions to introduce competition in universal service provision, the paper may provide valuable input to the regulatory proceedings associated with introducing universal service contestability arrangements that are currently being conducted in various countries.

Collection content is no longer the primary distinctive signifier of excellence in the present libraries. In an information market where technology has increased access to content, thereby providing resources at one’s fingertips, the provision of services is increasingly becoming a distinctive signifier of excellence and quality. In such an open/service-oriented marketplace, what are the services that are signifiers of excellence and consequently distinguish a library? This paper aims to review select literature within the USA to identify the services that are signifiers of excellence and that will consequently distinguish a library in the current era and investigate the extent to which said services identified in the review of the literature are provided by the University of the West Indies (UWI) Mona library, but focus specifically on only those that meet the additional criteria of placing the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering. These two additional criteria provide the added signature or uniqueness essential to being distinguished.

Through the use of a mixed methods research, this paper highlights library service offerings considered as distinctive signifiers of excellence within the American literature and also within the UWI Mona Library – that will distinguish a library.

This paper reveals services incorporating technology, the library as a place/space, teaching and research and personal attention to users as distinctive signifiers of excellence. In this regard, within the UWI Mona Library, services offered such as the Virtual Reference Service, Extended Opening Service, Halls of Residence Librarian Service, Information Commons Service, Information Literacy Service and the West Indies and Special Collection Research Service were found to incorporate the aforementioned service themes and placed the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering, consequently distinguishing the UWI Mona Library from other academic libraries in Jamaica.

This paper is of value, as it provides the library and information community with an outline of services that distinguish a library; it offers library managers in Jamaica and the rest of the world the opportunity to compare services in their libraries with that of other libraries as outlined within the literature review as well as within the UWI Mona library; it highlights how the UWI Mona library, an academic library in the Caribbean, compares on the international library scene, with particular reference to the USA; it informs current and potential library users of how the UWI Mona library is trending in service culture and a focus on distinctive services can promote a community of academic library service best practice.

The opportunities that the emerging markets present to the players in the construction industry means that the players need to expand on the scope and size of their responsibilities and duties to the stakeholders. Each of the professionals now demands more specialised and sophisticated services from one another. The other players in the construction industry now require more emerging responsibilities and duties from the quantity surveyors. The purpose of this paper is to examine the roles that “modern” quantity surveyors play by measuring the gaps that exist in the services that the quantity surveyors provide.

Primary data are collected through survey questionnaires. In total, 23 roles played by modern quantity surveyors are identified and addressed to the respondents to rank the rate at which quantity surveyors provide these “emerging” services. The collected data were analysed statistically.

The results of the findings led to the conclusion that the quantity surveyors were not meeting the expectations of other players. Therefore, for competitiveness, quantity surveyors need to better meet demand expectations.

This findings of this research are constrained to the services or functions that the quantity provide in the construction industry.

This knowledge is valuable to academic institutions that offer quantity surveying programmes, to practicing quantity surveyors, governments, and other players in the construction industry. It will allow quantity surveyors to reconcile supply and demand expectations.

There is no known conclusive empirical study on services offered by quantity surveyors in any emerging markets. Therefore, the findings offer a fresh understanding on the services of quantity surveyors not only in Nigeria but elsewhere. While some of the services are common, others are peculiar to emerging markets.