scholarly journals Service as Theatre: The Customer Service Behaviour  of Librarians in a Market Driven World

2021 ◽  
Author(s):  
◽  
Jane Cherry
Keyword(s):  
Focus Group ◽  
Qualitative Study ◽  
Customer Service ◽  
Personal Autonomy ◽  
Library Service ◽  
Marketing Model ◽  
The Core ◽  
Service Models ◽  
Market Driven ◽  
The Relationship

<p>The purpose of this research is to explore the attitude of librarians to service. Previous studies showed that although many librarians identified service as their most important value, librarians were still perceived by many customers as unfriendly and unhelpful. Using Goffman's theory of dramaturgy the study looks at the relationship between the library service ethic and the market driven service ethic attributed to retail, and whether there is conflict between these two models, and if so what affect this is having on the attitudes and behaviour of librarians. This qualitative study uses focus groups to gather data. Focus group participants were all practicing librarians from the Wellington area. The research concludes that there is a conflict between the two service models which is directly affecting the attitude and thus the behaviour of librarians. The marketing model is perceived as a threat to the core functions of libraries because of its 'one size fits all' approach to service. Participants felt this model was a threat to genuine authentic service and personal autonomy.</p>

scholarly journals Service as Theatre: The Customer Service Behaviour  of Librarians in a Market Driven World

2021 ◽  
Author(s):  
◽  
Jane Cherry
Keyword(s):  
Focus Group ◽  
Qualitative Study ◽  
Customer Service ◽  
Personal Autonomy ◽  
Library Service ◽  
Marketing Model ◽  
The Core ◽  
Service Models ◽  
Market Driven ◽  
The Relationship

<p>The purpose of this research is to explore the attitude of librarians to service. Previous studies showed that although many librarians identified service as their most important value, librarians were still perceived by many customers as unfriendly and unhelpful. Using Goffman's theory of dramaturgy the study looks at the relationship between the library service ethic and the market driven service ethic attributed to retail, and whether there is conflict between these two models, and if so what affect this is having on the attitudes and behaviour of librarians. This qualitative study uses focus groups to gather data. Focus group participants were all practicing librarians from the Wellington area. The research concludes that there is a conflict between the two service models which is directly affecting the attitude and thus the behaviour of librarians. The marketing model is perceived as a threat to the core functions of libraries because of its 'one size fits all' approach to service. Participants felt this model was a threat to genuine authentic service and personal autonomy.</p>

scholarly journals Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems

2012 ◽  
Vol 7 (1) ◽  
pp. 22 ◽  
Author(s):  
Holly Kristin Arnason ◽  
Louise Reimer
Keyword(s):  
Qualitative Study ◽  
Customer Service ◽  
Thematic Analysis ◽  
Public Library ◽  
Library Service ◽  
Staff Members ◽  
Reference Service ◽  
Printing System ◽  
Selection Of ◽  
Customer Need

Abstract Objective – To explore the types and nature of assistance library customers are asking library staff for in a large Canadian urban public library system. Methods – A qualitative study employing transaction logging combined with embedded observation occurred for three-day sample periods at a selection of nine branches over the course of eight months. Staff recorded questions and interactions at service desks (in person, by phone, and electronically), as well as questions received during scheduled and non-scheduled provision of mobile reference service. In addition to recording interaction details and interaction medium, staff members were also asked to indicate briefly the process or resources used to resolve the interaction. Survey data were entered and coded through thematic analysis. Results – The survey collected 6,099 interactions between staff and library customers. Of those 6,099 interactions, 1,920 (31.48%) were coded as pertaining to technology help. Further analysis revealed significant library customer need for help with Internet workstations and printing. Conclusions – Technology help is a core customer need for Edmonton Public Library, with requests varying in complexity and sometimes resolved with instruction. The library’s Internet workstations and printing system presented critical usability challenges that drove technology help requests.

scholarly journals Trayectorias de producción científica y conciliación familiar de mujeres investigadoras en Quito

2021 ◽  
Vol 14 ◽  
pp. 45-60
Author(s):  
Alexandra Clavijo
Keyword(s):  
Focus Group ◽  
Qualitative Study ◽  
Working Conditions ◽  
Scientific Production ◽  
Scientific Field ◽  
Institutional Policies ◽  
Analysis Strategy ◽  
The Relationship ◽  
Depth Interviews ◽  
Women Researchers

The scientific production of female researchers at the universities of Quito is analyzed in this study through the axes of working conditions, public and institutional policies and limitations for the development of scientific production. The objective of this study is to analyze the relationship between scientific production and family conciliation of women researchers from different areas of knowledge, problematizing the notion of scientific field with personal trajectories based on gender. Regarding the methodology, it is a qualitative study. Six in-depth interviews and a focus group with six participants were conducted. The analysis strategy being the analysis of the discourse organized by statements in relation to the categories indicated as axes.

scholarly journals Invested in Success: A Qualitative Study of the Experience of CenteringPregnancy Group Prenatal Care for Perinatal Educators

2017 ◽  
Vol 26 (3) ◽  
pp. 125-135
Author(s):  
Monica Vekved ◽  
Deborah A. McNeil ◽  
Siobhan M. Dolan ◽  
Jodi E. Siever ◽  
Sarah Horn ◽  
...  
Keyword(s):  
Focus Group ◽  
Qualitative Study ◽  
Prenatal Care ◽  
Relevant Information ◽  
Group Prenatal Care ◽  
The Core ◽  
Working Together ◽  
Group Sessions ◽  
Central Meaning

ABSTRACTThe objective of this study was to understand the central meaning of the experience of providing CenteringPregnancy for perinatal educators who were facilitators for the group sessions. Four perinatal educators participated in one-on-one interviews and/or a validation focus group. Six themes emerged: (a) “stepping back and taking on a different role,” (b) “supporting transformation,” (c) “getting to knowing,” (d) “working together to bridge the gap,” (e) “creating the environment,” and (f) “fostering community.” These themes contributed to the core phenomenon of being “invested in success.” Through bridging gaps and inconsistencies in information received from educators and physicians, this model of CenteringPregnancy provides an opportunity for women to act on relevant information more fully than more traditional didactic approaches to perinatal education.

The next generation: Experiences of higher educated Turkish-Dutch on The Hague labour market

2014 ◽  
Vol 11 (2) ◽  
pp. 206-217
Author(s):  
Karijn G. Nijhoff
Keyword(s):  
Higher Education ◽  
Qualitative Study ◽  
Labour Market ◽  
Education System ◽  
Minority Groups ◽  
Personal Characteristics ◽  
Market Positioning ◽  
The Hague ◽  
The Relationship ◽  
Dutch City

This paper explores the relationship between education and labour market positioning in The Hague, a Dutch city with a unique labour market. One of the main minority groups, Turkish-Dutch, is the focus in this qualitative study on higher educated minorities and their labour market success. Interviews reveal that the obstacles the respondents face are linked to discrimination and network limitation. The respondents perceive “personal characteristics” as the most important tool to overcoming the obstacles. Education does not only increase their professional skills, but also widens their networks. The Dutch education system facilitates the chances of minorities in higher education through the “layering” of degrees. 

59. General medicine residents' perception of the mini-CEXs

2007 ◽  
Vol 30 (4) ◽  
pp. 61
Author(s):  
S. Malhotra ◽  
R. Hatala ◽  
C.-A. Courneya
Keyword(s):  
Internal Medicine ◽  
Medical Education ◽  
Focus Group ◽  
Qualitative Study ◽  
Focus Groups ◽  
General Medicine ◽  
Clinical History ◽  
Phenomenological Approach ◽  
Medical Teacher ◽  
The Impact

The mini-CEX is a 30 minute observed clinical encounter. It can be done in the outpatient, inpatient or emergency room setting. It strives to look at several parameters including a clinical history, physical, professionalism and overall clinical competence. Trainees are rated using a 9-point scoring system: 1-3 unsatisfactory, 4-6 satisfactory and 7-9 superior. Eight months after the introduction of the mini-CEX to the core University of British Columbia Internal Medicine Residents, a one hour semi-structured focus group for residents in each of the three years took place. The focus groups were conducted by an independent moderator, audio-recorded and transcribed. Using a phenomenological approach the comments made by the focus groups participants were read independently by three authors, organized into major themes. In doing so, several intriguing common patterns were revealed on how General Medicine Residents perceive their experience in completing a mini-CEX. The themes include Education, Assessment and Preparation for the Royal College of Physicians and Surgeons Internal Medicine exam. Resident learners perceived that the mini-CEX process provided insight into their clinical strengths and weaknesses. Focus group participants favored that the mini-CEX experience will benefit them in preparation, and successful completion of their licensing exam. Daelmans HE, Overmeer RM, van der Hem-Stockroos HH, Scherpbier AJ, Stehouwer CD, van der Vleuten CP. In-training assessment: qualitative study of effects on supervision and feedback in an undergraduate clinical rotation. Medical Education 2006; 40(1):51-8. De Lima AA, Henquin R, Thierer J, Paulin J, Lamari S, Belcastro F, Van der Vleuten CPM. A qualitative study of the impact on learning of the mini clinical evaluation exercise in postgraduate training. Medical Teacher January 2005; 27(1):46-52. DiCicco-Bloom B, Crabtree BF. The Qualitative Research Interview. Medical Education 2006; 40:314-32.

In a word, I’ve been there

2019 ◽  
pp. 246-256
Author(s):  
A. K. Zholkovsky
Keyword(s):  
The State ◽  
Female Characters ◽  
Political Situation ◽  
The Core ◽  
The Relationship ◽  
Core Problem ◽  
Typical Solution

In his article, A. Zholkovsky discusses the contemporary detective mini-series Otlichnitsa [A Straight-A Student], which mentions O. Mandelstam’s poem for children A Galosh [Kalosha]: more than a fleeting mention, this poem prompts the characters and viewers alike to solve the mystery of its authorship. According to the show’s plot, the fact that Mandelstam penned the poem surfaces when one of the female characters confesses her involvement in his arrest. Examining this episode, Zholkovsky seeks structural parallels with the show in V. Aksyonov’s Overstocked Packaging Barrels [Zatovarennaya bochkotara] and even in B. Pasternak’s Doctor Zhivago [Doktor Zhivago]: in each of those, a member of the Soviet intelligentsia who has developed a real fascination with some unique but unattainable object is shocked to realize that the establishment have long enjoyed this exotic object without restrictions. We observe, therefore, a typical solution to the core problem of the Soviet, and more broadly, Russian cultural-political situation: the relationship between the intelligentsia and the state, and the resolution is not a confrontation, but reconciliation.

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