From “user” to “customer”: TQM in academic libraries?

A systematic review of library service quality studies: Models, dimensions, research populations and methods

The study systematically reviews the studies based on a search of published articles from 2010 to 2021 on library service quality with the aim of determining which models of service quality are the most commonly used by librarians as a means of measuring service quality. In addition, the paper makes an effort to determine the variety of dimensions by which these qualitative evaluations were carried out, the types of libraries that have reported such qualitative studies, and the data collection strategies (research population, sample size and data collection instruments) adopted by the authors. The findings indicate that the SERVQUAL and LibQual models are the most frequently adopted models. The empathy, reliability, tangible, assurance, responsiveness, effect of library, information control and library as place are the prominent dimensions. The researchers rely heavily on questionnaire-based survey research methods with sample sizes of less than 100 respondents, mostly reported in academic libraries.

Factors affecting knowledge creation in academic libraries

Knowledge has been widely recognised as the most valuable asset of an organisation and the creation of new knowledge as a prerequisite for improving service quality and achieving innovation. The current study, adopting a business-oriented approach, aims to explore the factors that affect knowledge creation in Greek academic libraries. More specifically, building on the findings of a preliminary study, it empirically tests the influence of knowledge enablers, namely organisational culture, organisational structure, human resource management and information technology, on both knowledge-centred strategy implementation and knowledge creation, using structural equation modelling. The results suggest that libraries must develop and implement a knowledge-centred strategy, supported by the proper social and technological context, to achieve the creation of new knowledge. Organisational culture emerged as the most important influencing factor, thus indicating that library leaders must focus on building a knowledge-conducive culture, characterised by collaboration and trust.

Evaluating Intellectual Assets in University Libraries: A Multi-Site Case Study from Thailand

Intellectual assets are strategic resources that libraries can use to add value to services, but their intangible attributes make them hard to evaluate. An exploratory case study used document analysis, interviews and a questionnaire to develop and test indicators of intellectual assets and related performance measures at three university libraries in Thailand. The study demonstrated the feasibility of applying an intellectual capital perspective and a scorecard process model to design a workable system for evaluating library intangibles, particularly where libraries have a pre-existing interest in knowledge management and a culture of assessment.