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Article
Publication date: 1 March 1994

Janet McCue

To meet the challenges of the electronic library, technical services staff members must be able to articulate the value they add to the institution—not only in the realm of the…

Abstract

To meet the challenges of the electronic library, technical services staff members must be able to articulate the value they add to the institution—not only in the realm of the library's bibliographic database but also in the larger context of building an organizational framework for electronic information and services. Technical services departments must be willing to re‐engineer processing activities and equip their staffs with both the hardware and the skills needed to meet these challenges. In Mann Library, the digital or electronic library is being built upon the traditional infrastructure of the library. Responsibilities related to selecting, acquiring, describing, and servicing networked information are mainstreamed into the operations of the library. This article describes three projects that illustrate the range of activities in which technical services staff are engaged. In these projects, technical services staff have been called upon to provide an organizational framework for numeric, full‐text, and bibliographic information.

Details

Library Hi Tech, vol. 12 no. 3
Type: Research Article
ISSN: 0737-8831

Article
Publication date: 5 April 2019

Hangyu Liu, Saina Liu, Lizhong Duan, Chongxu Zhang, Lili Yin, Yinran Zhang and Qi Lu

The purpose of this paper is to explore the rationality differences of cognition of non-technical medical services in different groups, and to provide countermeasures for…

Abstract

Purpose

The purpose of this paper is to explore the rationality differences of cognition of non-technical medical services in different groups, and to provide countermeasures for improving non-technical medical services.

Design/methodology/approach

Literature analysis, expert interviews, questionnaire survey and frequency analysis were taken to reveal the influencing factors of non-technical medical services. Grey correlation methods were taken to compare the rationality differences of cognition of non-technical medical services by analysis influencing factors’ scores marked by different groups.

Findings

A total of 12 influencing factors of non-technical medical services were obtained, including “doctor’s working career”, “doctor’s strict implementation of medical treatment norms and medication guidelines”, “doctor’s service awareness”, etc. And rationality differences of cognition of non-technical medical services were confirmed as follows: the doctors’ cognition was more reasonable compared with patients; the women’s cognition was more reasonable compared with men; the lower aged groups’ cognition was more reasonable compared with higher aged groups; and people with doctoral degree had a less reasonable cognition compared with others.

Originality/value

The authors systematically discussed the cognition differences of non-technical medical services among different people, and provided some countermeasures reasonably.

Details

Grey Systems: Theory and Application, vol. 9 no. 2
Type: Research Article
ISSN: 2043-9377

Keywords

Article
Publication date: 1 February 1951

Following consideration of the central technical library services of the country, the Panel on Technical Information Services has reviewed other types of technical information…

Abstract

Following consideration of the central technical library services of the country, the Panel on Technical Information Services has reviewed other types of technical information services in the United Kingdom as a means of ensuring that technical information, whether recorded or unrecorded, is made available to everyone in need of it. The present report outlines some of the main considerations in the organization of a comprehensive national service of technical information and makes recommendations for improving the present service.

Details

Journal of Documentation, vol. 7 no. 2
Type: Research Article
ISSN: 0022-0418

Article
Publication date: 23 October 2007

Johan Hendrik van Mossel and Ad Straub

This paper aims to provide a systematic connection between the special institutional environment of the Dutch social housing sector, public tasks for the social housing sector…

1284

Abstract

Purpose

This paper aims to provide a systematic connection between the special institutional environment of the Dutch social housing sector, public tasks for the social housing sector, the organisational goals of housing associations, and their procurement strategy for technical management services.

Design/methodology/approach

Based on expert interviews, expert meetings and a literature review, a conceptual model is created that helps focusing the procurement of technical management services.

Findings

For social enterprises such as housing associations, just as all for‐profit enterprises, the determination of strategic organisational directions is essential for success. The literature review revealed few possible strategic focal points for housing associations: financial performances and social performances. The procurement of technical management can contribute shaping these performances. Making the right choices in the supplier selection, based on the strategic focal direction of housing associations, enables housing associations to improve organisational effectiveness.

Research limitations/implications

The research is directed towards the organisational goals of housing associations, while the procurement strategy of housing associations should also be based on the characteristics of the different items that are procured. Further detailed research is needed to decide on appropriate procurement strategies for different products and services purchased by housing associations.

Practical implications

Procurement strategy and in particular supplier selection and specification choices can be adapted to the specific situation of social enterprises, such as housing associations, and be connected to the strategic directions of the individual organisation.

Originality/value

This paper aims at narrowing this knowledge gap, for academics, purchasers and housing associations' general managers.

Details

Property Management, vol. 25 no. 5
Type: Research Article
ISSN: 0263-7472

Keywords

Article
Publication date: 1 February 1999

Ronald James Ferguson, Michèle Paulin, Charles Pigeassou and Romain Gauduchon

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to service…

2732

Abstract

This study assessed the technical (tangible) and functional (human interaction) quality of services in a first‐class international health resort and related these to service management effectiveness. Service management is effective when customers judge the overall service quality to be good, they are highly satisfied, they are willing to recommend the firm to others and they intend to re‐purchase or are predisposed to purchase additional services from the firm. The technical and functional aspects of services quality and their relation to service management effectiveness, were found to be different between the core and supplementary services, between customers and service personnel and between customers with and without experience. The results support the statement that competitive advantage in this industry can be obtained by improving the functional aspects of services management, by better performance of supplementary services and by reducing the gap in perceptions between customers and contact personnel.

Details

Managing Service Quality: An International Journal, vol. 9 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 9 November 2015

Rebecca Mugridge and Nancy M. Poehlmann

The purpose of this paper is to demonstrate that an internal customer service survey approach to assessment delivers many benefits to technical services and library systems units…

1262

Abstract

Purpose

The purpose of this paper is to demonstrate that an internal customer service survey approach to assessment delivers many benefits to technical services and library systems units. Findings from such a survey provide the evidence needed to implement process improvements, conduct strategic planning and more. The survey used in this case study can be adapted by other libraries or library units to conduct assessment, gauge customer satisfaction and identify areas for process improvements.

Design/methodology/approach

The Technical Services and Library Systems Division of the University at Albany Libraries conducted an internal customer service survey to gauge customer satisfaction with its services.

Findings

Survey results demonstrated that customer surveys are a valuable assessment tool and can be used as an evidence-based approach to library management. Technical services and library systems units should use this tool to identify whether customers are satisfied with the services provided, whether the services are still needed, whether additional services are needed and more.

Practical implications

This paper provides an approach to conducting a customer service survey, an analysis of potential benefits and a survey instrument that others could adapt to use in their own libraries. The survey instrument can be used not only for assessment of technical services and library systems, but by other functional units in all types of libraries.

Originality/value

This paper and approach is original research; there are no other papers on this topic in the library and information science literature.

Details

OCLC Systems & Services: International digital library perspectives, vol. 31 no. 4
Type: Research Article
ISSN: 1065-075X

Keywords

Article
Publication date: 15 June 2020

Lu Lu, Gary Gregory and Shawn Thelen

This research extends existing services offshoring literature by investigating how the type of information exchanged, technical support or personal billing, in conjunction with…

Abstract

Purpose

This research extends existing services offshoring literature by investigating how the type of information exchanged, technical support or personal billing, in conjunction with country-of-service-origin (COSO) influences consumer likelihood to react negatively (boycott issue importance, NWOM, perceived service quality) to an offshore service exchange.

Design/methodology/approach

Structural equations modelling is employed to assess relationships among constructs when country of service origin (New Zealand and the Philippines) and type of service provided (technical support and personal billing services) are varied. Using a scenario-based experimental design we collected 337 responses from a consumer panel across Australia.

Findings

Results indicate that both COSO and type of information exchanged affect service sentiment. Overall, consumers feel more negative and more likely to punish a company for offshoring to culturally dissimilar countries such as the Philippines than to culturally similar ones such as New Zealand. However, consumers were more concerned with personal billing services provided from offshore providers than technical support, regardless of COSO.

Practical implications

Practitioners need to understand customer sentiment about services offshoring in general as well as the relationship between service type and country of service origin when designing the global service supply chain.

Originality/value

This study extends theory by applying a multi-dimensional portfolio perspective in examining customer sentiment of offshore services. Understanding the underlying bases of customer concerns and how companies can mitigate negative perceptions allows firms to better manage service offshore strategy.

Details

Journal of Service Theory and Practice, vol. 30 no. 3
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 1 January 1956

D.J. URQUHART

The topic I wish to present is not a simple one and the position is confused by discordant voices each advocating different solutions to quite different problems. I will present…

Abstract

The topic I wish to present is not a simple one and the position is confused by discordant voices each advocating different solutions to quite different problems. I will present to you certain facts which seem to me to be important, and some possible interpretations of these facts. The whole is designed to provoke discussion of the problem of improving our technical library service. The essential thesis is that the future lines of development of public technological library services will be mainly influenced by factors outside the control of the library profession but which must be appreciated if librarians are not to act like King Canute and attempt to stop the incoming tide. Lest my reference to this anecdote should conjure up a picture of a spot on the English coast and a twice‐daily tide, let me urge you to treat the world as our stage and the next few decades as our unit of time.

Details

Aslib Proceedings, vol. 8 no. 1
Type: Research Article
ISSN: 0001-253X

Article
Publication date: 6 November 2007

Chris Awre and Alma Swan

The purpose of the linking repositories study was to conduct research to identify appropriate sustainable technical and organisational models to support the development of…

Abstract

Purpose

The purpose of the linking repositories study was to conduct research to identify appropriate sustainable technical and organisational models to support the development of end‐user oriented services across repositories. The work covered four overlapping strands: user and community requirements, roles and responsibilities, technical architecture and infrastructure, and business and management models.

Design/methodology/approach

Interviews, focus groups and a questionnaire were used to elicit the knowledge held. This information was combined with a literature review and reported alongside the proposed models derived from an analysis of the information gathered.

Findings

Five distinct groups of end‐users were identified and their respective roles and responsibilities identified. Relevant services to serve these groups were also identified and a services model constructed showing the relationships between them. An aggregation model is proposed to support technical development. A range of business models are suggested, each of which may be applicable in different circumstances.

Research limitations/implications

The models contain a series of recommendations for subsequent research and testing to establish the relative merits of the models proposed and develop these further.

Practical implications

The technical model in particular makes a number of practical recommendations for how repositories need to be structured so as to best support end‐user services. These are complementary to recommendations on repository management.

Originality/value

The research reported in this paper represents a consolidation of views reported previously, and a novel analysis of this information to assist in taking repository service development further.

Details

OCLC Systems & Services: International digital library perspectives, vol. 23 no. 4
Type: Research Article
ISSN: 1065-075X

Keywords

Article
Publication date: 1 April 1999

Neeru Sharma and Paul G. Patterson

Most previous research in the domain of relationship marketing has focused on the antecedents of loyalty and commitment in industrial markets, distribution channels or consumer…

20007

Abstract

Most previous research in the domain of relationship marketing has focused on the antecedents of loyalty and commitment in industrial markets, distribution channels or consumer goods. This study, however, models the antecedents of clients’ relationship commitment in the context of a professional service, high in credence qualities (where customers have difficulty in confidently evaluating service quality, even purchase and consumption) ‐ i.e. personal financial planning services. The impact of four key explanatory variables (communication effectiveness, technical quality, functional quality and trust) are examined. The results support the hypothesized model and show communication effectiveness to be a key driver of all antecedent variables, and the single most powerful determinant of relationship commitment.

Details

Journal of Services Marketing, vol. 13 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

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