Did you enjoy the library? Impact surveys in diverse settings

2014 ◽  
Vol 15 (1/2) ◽  
pp. 4-12 ◽  
Author(s):  
Roswitha Poll
Keyword(s):  
Impact Assessment ◽  
Economic Value ◽  
Survey Method ◽  
Library Services ◽  
Diverse Populations ◽  
Target Groups ◽  
Content Type ◽  
Library Use ◽  
Library Impact ◽  
The Impact

Purpose – The purpose of this paper is to examine the adequacy of impact surveys for identifying library influence on highly diverse populations. Design/methodology/approach – Projects calculating an economic value of library services have become nearly familiar in the last decades, while attempts to identify an influence of library use on people's lives and on society are still somewhat rare. Probably the most suitable and manageable instrument for impact assessment is the survey, whether print or online, used separately or combined with interview techniques. The paper describes recent projects using impact surveys for diverse populations and compares their goals, target groups, and results. The focus is on impact in the sense of changes in people resulting from the contact with library services, not on economic value of libraries. Findings – The impact projects that are analysed, though differing strongly in outer conditions, populations and goals, show the applicability of the survey method for impact assessment, but also the need for adapting the method to the specific conditions. Research limitations/implications – Studies on library impact are ongoing, and methods are still developing. The paper shows a snapshot of the present situation. Originality/value – The paper concentrates on the most-used instrument of impact assessment; surveys. Based on practical examples it shows advantages and challenges of the method and gives recommendations for format and content of surveys in different settings.

scholarly journals Aspects of measuring the impact of new innovations in Finnish libraries

2019 ◽  
Vol 40 (3/4) ◽  
pp. 262-271 ◽  
Author(s):  
Markku Antero Laitinen
Keyword(s):  
Impact Assessment ◽  
Design Methodology ◽  
Evaluation Methods ◽  
Added Value ◽  
Library Services ◽  
Content Type ◽  
New Methods ◽  
Way Of Thinking ◽  
The Impact ◽  
The Way

Purpose The purpose of this paper is to examine aspects of measuring the impact of new innovations in Finnish libraries. Design/methodology/approach Along with the change of paradigm of libraries’ ways of action toward more networked and with the developing of new innovative services, new evaluation methods and indicators will be needed to show the value and impact of the operation of these services. Findings To measure the impact of services produced by the networking of several organizations and the added value perceived by the patrons, new methods of impact assessment are needed, as well as change in the way of thinking. Originality/value In the libraries, there is only a little if at all discussion about the need and means of showing the results, impact and value of the library services to their clientele, their frame organizations or the society. This is the first article to examine aspects of measuring the impact of new innovations in Finnish libraries.

Social introduction to library services for international students

2017 ◽  
Vol 66 (3) ◽  
pp. 127-143 ◽  
Author(s):  
Feng-Ru Sheu ◽  
Roman S. Panchyshyn
Keyword(s):  
International Students ◽  
International Student ◽  
Academic Library ◽  
Social Function ◽  
Comfort Level ◽  
Survey Method ◽  
Library Services ◽  
Target Market ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to explore the effectiveness that a social function, an international student reception, has on making international students comfortable with library services and resources in an American academic library at Kent State University. Design/methodology/approach A structured questionnaire was used to collect responses from attendees of an international student reception. The questionnaire was distributed both in-person and by e-mail. Ninety-three valid responses were received. The descriptive survey method was used in the study. Findings The findings reveal that the reception is attracting its target market, international students who have been enrolled at the university for less than one year. Food selection is critical to the success of the reception. However, there is room for improvement in many areas, such as the timing of the event, physical location and interactions between library staff and the international students. Research limitations/implications The survey was limited to only the international students who could attend the reception. Practical implications The study shows that partnership between the library and another department on campus (Office of Global Education) was a major key in the success of these receptions. Also, findings support that the comfort level of the students is a critical factor for the introduction of library services to international students. Future research is needed to measure the long-term impact of social event on library use. Originality/value This is the first case study in the literature where an academic library evaluates the impact of a social function, a reception, to gauge its ability to make international students comfortable with the library and its services.

Reflections on the value and impact of library and information services

2016 ◽  
Vol 17 (1) ◽  
pp. 5-28 ◽  
Author(s):  
Christine Urquhart ◽  
Jenny Turner
Keyword(s):  
Impact Assessment ◽  
Impact Evaluation ◽  
Library Services ◽  
Content Type ◽  
Quantitative Evidence ◽  
Qualitative And Quantitative ◽  
Library Assessment ◽  
Effectiveness Analysis ◽  
Economic Analyses ◽  
The Impact

Purpose – The purpose of this paper is to critically review methods of impact assessment and economic analyses. Design/methodology/approach – Reviews the literature on impact assessment, and examines some case studies of impact assessment in health libraries. Relates satisfaction and dissatisfaction assessment to impact assessment. Identifies recent impact assessment approaches in public and academic libraries, and explores different uses of terminology for impact and outcome. Reviews literature on economic analysis of value, including cost analyses, cost-effectiveness analysis and return on investment (ROI) studies. Findings – Terms for library assessment (outcome, output, impact, value and benefit) vary among different sectors. Impact evaluation should examine initial assumptions of value carefully, and examine possible gaps in the line of argument linking inputs of library services to presumed impacts (positive and negative). More attention to sampling and response rates is required, to avoid problems such as the “warm glow” effect. Qualitative and quantitative evidence should be carefully integrated to tell the impact story. Economic impact can be estimated, but methodology depends on the service aims and sector. Originality/value – Demonstrates that some of the requirements for traditional impact assessment also affect economic analyses and ROI studies.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

scholarly journals Assessing the impact of libraries – the role of ISO 16439

2018 ◽  
Vol 119 (1/2) ◽  
pp. 87-93 ◽  
Author(s):  
Claire Creaser
Keyword(s):  
Design Methodology ◽  
International Standards ◽  
Content Type ◽  
International Standard ◽  
The World ◽  
The Difference ◽  
Library Impact ◽  
The Impact

Purpose Library impact and how to evaluate it has been debated for a number of years. While the activity – the busy-ness – of the library is now routinely measured and described, the difference the library makes is less tangible and harder to measure. Libraries in all sectors and worldwide are grappling with this issue, and the purpose of this paper is to summarise international standards available to support them. Design/methodology/approach The first international standard concerning library impact, ISO 16439 Information and documentation – methods and procedures for assessing the impact of libraries, was published in 2014 after several years in development. Findings The standard describes a range of methods for assessing library impact which have been used across the world in a variety of libraries in all sectors. Originality/value This paper summarises the key methods described in the standard, and gives references for further reading.

Developing a model for supply chain agility and innovativeness to enhance firms’ competitive advantage

2019 ◽  
Vol 57 (7) ◽  
pp. 1511-1534 ◽  
Author(s):  
Chih-Jou Chen
Keyword(s):  
Supply Chain ◽  
Competitive Advantage ◽  
Dynamic Capabilities ◽  
Business Environment ◽  
Structural Equations ◽  
Survey Method ◽  
Content Type ◽  
Supply Chain Agility ◽  
It Integration ◽  
The Impact

Purpose Developing agility and innovativeness as dynamic capabilities are important for firms to sustain their competitive advantage in today’s global economy. The purpose of this paper is to develop and empirically test a framework to investigate how the supply chain agility and innovativeness are achieved through IT integration and trust in members of supply chain and how these, in turn, can enhance firms’ competitive advantage. Design/methodology/approach This research employs a survey method and data are collected from senior managers working in the supply chain or IT area. The model and hypotheses are tested utilizing data from 204 usable Taiwan manufacturing firms via structural equations modeling methodology. Findings The study demonstrates that both IT integration and trust in supply chain members significantly enhance supply chain agility and innovativeness, which in turn positively affect firm’s competitive advantage. The results indicate that IT integration and trust are antecedents and major joint partnership resources for improving supply chain agility and innovativeness. Research limitations/implications Data are collected from manufacturing industry in Taiwan and single respondent from each firm, the generalizability of current findings to other industries or countries should require additional investigation. Practical implications The study suggests that a firm should focus on IT integration and trust in supply chain members to achieve supply chain agility and innovativeness. To take advantage of supply chain agility and innovativeness, through maximizing firm’s competitive advantage, firms should continually adapt to the fast changing business environment and search for creative ways to satisfy new market needs. Originality/value Given the attention paid to supply chain agility and innovativeness in terms of importance to responding to business uncertainty and competitiveness, and more recently, as important capabilities in managing supply chain management, this paper investigates how IT integration and trust can contribute to supply chain agility and innovativeness. Provide evidence regarding the impact of IT integration and trust on agility of supply chains, innovativeness and competitive advantage.

Green marketing programs as strategic initiatives in hospitality

2015 ◽  
Vol 29 (2) ◽  
pp. 81-92 ◽  
Author(s):  
Mark Scott Rosenbaum ◽  
Ipkin Anthony Wong
Keyword(s):  
Firm Value ◽  
Structural Equation ◽  
Economic Value ◽  
Green Marketing ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
Guest Loyalty

Purpose – This paper aims to investigate a guest’s subjective appraisal of a hotel’s green marketing program, or green equity, along with value, brand and relationship equities on guest loyalty. Design/methodology/approach – Study 1 presents three models to explicate the role of a luxury hotel’s green initiatives in influencing guest loyalty. By means of structural equation modeling, one model emerges with the best fit. Study 2 examines how tourists assign economic value to a hotel’s green programs. Findings – Green equity plays a significant role in customers’ overall assessment of a hotel’s marketing programs; however, the effect is weaker when compared with the other indicators, including a hotel’s value proposition, brand image and loyalty programs. Furthermore, the results reveal that tourists are willing to pay a price premium for a hotel’s green marketing programs. Research limitations/implications – The paper links green marketing to the customer equity model and clarifies the impact of green marketing programs on loyalty and profitability. However, the study was conducted among luxury hotel guests and tourists in Macau, a leading gambling destination; thus, these customers might not have been concerned with green marketing initiatives. Practical implications – The results show that green initiatives are beneficial as long as managers include these initiatives in their overall strategic marketing programs that also promote firm value propositions, brand images and reputation. Originality/value – The paper clarifies the role of green marketing programs in hospitality and shows how hotels can benefit from enhanced guest loyalty and decreased operational expenses by implementing green initiatives.

Principles and practice in impact assessment for academic libraries

2018 ◽  
Vol 119 (1/2) ◽  
pp. 121-134 ◽  
Author(s):  
Christine Urquhart
Keyword(s):  
Performance Evaluation ◽  
Impact Assessment ◽  
Academic Libraries ◽  
Data Analytics ◽  
Open Data ◽  
Library Services ◽  
Content Type ◽  
Qualitative And Quantitative ◽  
Library Assessment ◽  
And Performance

Purpose This paper aims to examine the principles that underpin library assessment, methods used for impact and performance evaluation and how academic libraries should use the findings, and it discusses how value frameworks help. Design/methodology/approach This is a literature review covering aspects of value (value propositions, value co-creation), value frameworks (including the 2015 ACRL framework, Holbrook typology with worked example), data analytics and collaborative projects including LibQUAL+ initiatives and the use of balanced scorecard principles (including a values scorecard). Findings The use of data analytics in library assessment requires collaboration among library services to develop reliable data sets. Scorecards help ongoing impact and performance evaluation. Queries that arise may require a framework, or logic model, to formulate suitable questions and assemble evidence (qualitative and quantitative) to answer new questions about the value of library services. The perceived value framework of Holbrook’s typology, the values scorecard and the ACRL framework all support the deeper level of inquiry required. Research limitations/implications Includes examples of possible application of frameworks. Practical implications A value framework might help data analytic approaches in combining qualitative and quantitative data. Social implications Impact assessment may require assessing how value is co-created with library users in use of e-resources and open data. Originality/value The study contrasts the varying approaches to impact evaluation and library assessment in academic libraries, and it examines more in-depth value frameworks.

Impact of mobile banking failure on bank customers' usage behaviour: the mediating role of user satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shampy Kamboj ◽  
Manika Sharma ◽  
Bijoylaxmi Sarmah
Keyword(s):  
User Satisfaction ◽  
Functional System ◽  
Customer Engagement ◽  
Survey Method ◽  
Mobile Banking ◽  
Failure Model ◽  
Content Type ◽  
Success Model ◽  
System Information ◽  
The Impact

PurposeThis study seeks to observe the association between mobile banking failures, use of m-banking and customer engagement to determine the contribution of user satisfaction towards m-banking as mediator between the aforementioned relationship.Design/methodology/approachThis study proposes a Mobile Banking Failure Model (MBFM) by integrating four failure dimensions (functional, system, information and service) based on Tan's failure model and DeLone and Mclean's Information Success model. In this paper, data was gathered from 338 respondents, who were the customers of banks and regular users of m-banking services of their respective banks in India. A survey method was employed to collect data. Structure equation modelling (SEM) was used to analyse the collected data.FindingsThe results suggest that all m-banking failure dimensions (functional, system, information and service) affect the use of m-banking, which in turn affects user satisfaction towards m-banking and customer engagement. Additionally, this study found that user satisfaction towards m-banking acts as a partial mediator between the use of m-banking and customer engagement.Research limitations/implicationsThe banking failure and its use by customers have been examined in the context of mobile banking in India only and thereby limits the generalization of results to other industry and country contexts.Practical implicationsThe results of this paper will guide bank managers and policy planners in implementing MBFM in the Indian banking context, specifically for their m-banking apps.Originality/valueThe use of m-banking, user satisfaction towards m-banking and customer engagement have been added as three supportive variables to the basic Tan's failure model and DeLone and Mclean's Information Success model to examine the impact of m-banking failure on bank customers' usage behaviour. This is a novel addition to the extant literature, as most empirical works in this domain are from industries other than banking (specifically m-banking) and with differing contexts.

scholarly journals Co-producing digitally-enabled courses that promote desistance in prison and probation settings

2018 ◽  
Vol 4 (4) ◽  
pp. 269-279 ◽  
Author(s):  
Jason Morris ◽  
Victoria Knight
Keyword(s):  
Criminal Justice ◽  
Digital Media ◽  
Digital Content ◽  
Service Users ◽  
Target Groups ◽  
Content Type ◽  
Novel Approach ◽  
Offending Behaviour ◽  
The Impact ◽  
Delivery Models

PurposeThe purpose of this paper is to set out an approach to innovation in criminal justice settings that gives service users a “voice” through the co-production of digital content designed for services that promote desistance. The authors describe the benefits and challenges of involving service users in co-creating mediated digital content within a co-production framework.Design/methodology/approachThis paper presents a new methodology for developing desistance-oriented programmes. The authors draw on a distinctive co-production exemplar within a prison setting that captures the perspectives of people who have shared their voices and the authors begin to explore the impact that co-production has had for them and for the service.FindingsThe testimonies of service users involved in this exemplar provide insights into the benefits and challenges of co-production in the criminal justice system more broadly.Practical implicationsCo-production is a credible service design strategy for developing digital services in prisons and probation; Complementary Digital Media (CDM) provides a promising pedagogical approach to promoting desistance; CDM enables service users to share their voice and stories to assist their peers. Digitally enabled courses to promote desistance can be well suited to peer support delivery models.Originality/valueCDM is a novel approach that uses co-production to create highly tailored content to promote desistance in discrete target groups. CDM can be used to digitalise processes within traditional offending behaviour programmes (OBPs). It can also enable the development of innovative toolkit approaches for flexible use within day-to-day therapeutic conversations between service users and criminal justice staff or peer supporters. CDM thereby offers practitioners in criminal justice settings an entirely new set of evidence-informed resources to engage service users.

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