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Library Technical Services
Libraries are experiencing major changes concerning the role of technical services. Technical services librarians also are being challenged about their relevance and role, sometimes revealed by a lack of understanding of the contribution technical services librarians make to building and curating library and archival collections. The threats are real: relocation from central facilities, the dramatic shift to electronic resources, budgetary constraints, and outsourced processing. As a result, technical services departments are reinventing themselves to respond to these and similar challenges while embracing innovative methods and opportunities to advance librarianship in the twenty-first century. Library Technical Services provides case studies that highlight difficult realities, yet embrace exciting opportunities, such as space reclamation, evolving vendor partnerships, metadata, retraining and managing personnel, special collections, and distance education. Written for catalog and metadata librarians and managers of technical services units, this book will inspire and provide practical advice and examples for solving issues many libraries are facing today.
eBook
Perceived customer value and willingness to pay: strategies for improving and sustaining water service quality
PurposeSeveral studies have examined the relationship between service quality and willingness to pay in many industries. However, this relationship has not been explored through the lens of customer perceived value and their willingness to pay for improving and sustaining water service. This study aims to examine the impact of technical and functional service quality dimensions on customer perceived value and assess the influence of customer perceived value and socio-economic factors on customers' willingness to pay for improving and sustaining the water service.Design/methodology/approachTechnical service quality includes core water service such as water delivery and maintenance, while functional service quality refers to the appearance of facilities, employees’ dress, and communication. SERVQUAL questionnaire responses were collected from 333 Palestinian household customers. Cronbach’s alpha was conducted to measure internal consistency and convergent validity. Path analysis was utilized to evaluate a causal diagram by examining the relationships among the constructs.FindingsThe results showed that technical and functional service quality and relative price explain 52% of the customer perceived value variation. Additionally, the results revealed that customer perceived value, technical service quality, and relative price significantly impact the customer’s willingness to pay for improving and sustaining service. In contrast, the functional service quality and socio-economic factors have insignificant effects. These predictors explain 60% of the customer’s willingness to pay for improving and sustaining service.Practical implicationsThe study suggests that water providers should prioritize improving and sustaining technical service quality to increase customer willingness to pay. Furthermore, they should be aware that other factors, such as employee appearance and politeness, are less influential in driving customers’ willingness to pay.Originality/valueThe study presents a water service improvement model that utilizes data from a developing country to assess the influence of perceived customer value, along with its dimensions, on the willingness to pay for improving and sustaining water service quality.
Journal Article
Offshore Outsourcing as a Source of International Competitiveness for SMEs
Scholars typically view offshore outsourcing as a means of reducing the cost of manufacturing activities for large corporations, yet offshore outsourcing may entail administrative and technical services, and may include activities outsourced by small and medium-sized enterprises (SMEs). Drawing on research in international entrepreneurship and services, we hypothesize and find evidence that offshore outsourcing of administrative and technical services by SMEs is associated with greater extent and scope of internationalization of sales. Offshore outsourcing enhances international competitiveness by enabling SMEs to reduce costs, expand relational ties, serve customers more effectively, free up scarce resources, and leverage capabilities of foreign partners.
Journal Article
Lean service system design: a simulation-based VSM case study
Purpose
The purpose of this paper is to present a methodology for using simulation models together with value stream mapping (VSM) for designing lean service systems and illustrate it with a case study.
Design/methodology/approach
The authors propose a methodology combining simulation and VSM. Simulation models for both current and future states are developed to validate the results of the corresponding maps of current and future states, respectively.
Findings
The results illustrate the advantages of the suggested design represented by the future state map. Additionally, using simulation models together with VSM for validating current and future states also allows decision makers to perform comprehensive analyses on the system and draw statistical conclusions.
Originality/value
Although some lean applications in educational services exist in previous studies, according to the best of the authors’ knowledge, this study is the first one combining VSM and simulation for the implementation of the lean concepts in the construction and technical services of a public university.
Journal Article
Peer Review Statement
All papers published in this volume have been reviewed through processes administered by the Editors. Reviews were conducted by expert referees to the professional and scientific standards expected of a proceedings journal published by IOP Publishing.• Type of peer review: Single Anonymous• Conference submission management system: Morressier• Number of submissions received: 29• Number of submissions sent for review: 29• Number of submissions accepted: 28• Acceptance Rate (Submissions Accepted / Submissions Received × 100): 96.6• Average number of reviews per paper: 1.24• Total number of reviewers involved: 16• Contact person for queries:Name: Paul HoldstockEmail: paul@holdstock.bizAffiliation: Holdstock Technical Services
Journal Article
Manager Perspectives on the Prevalence, Impact, and Management of Work-Related Burnout in Academic Library Technical Services Workers
Work-related burnout has been studied for decades across multiple industries, including librarianship. However, few studies have evaluated burnout in technical services workers. This study surveys academic library technical services managers to learn their perspective on the prevalence and impact of burnout on technical services workers. Managers observed a high incidence of burnout in their direct reports. The negative impacts of burnout on employees (e.g., personal health) and the organization (e.g., performance decline) are discussed. Managers’ typical practices are evaluated through the lens of burnout prevention and mitigation. Documentation of the typical practices of academic library technical services managers is provided to assist current managers in self-evaluating their practices with peers. Overall, technical services managers are using thoughtful and research supported practices that can have a positive impact on the mitigation and prevention of work-related burnout.
Journal Article
Management Practice Changes in Academic Library Technical Services Departments during the COVID-19 Pandemic
The COVID-19 pandemic brought about many unexpected changes for academic libraries. Technical services departments were especially disrupted due to the nature of their responsibilities and library operations. In response to these pandemic-induced changes, technical services managers were tasked with maintaining a high level of operations while also navigating sudden workforce changes including evolving job demands and employees working off-site. This study documents and analyzes the responses of technical services managers during the pandemic. Documenting these practice changes will help inform current managers looking to compare themselves to peers and future managers who may experience a similar event that causes a sudden shift in operations. Overall, managers reported a high incidence of change to their typical management practices. Managers made the biggest changes in communications and practices related to work-life balance. A significant theme emerged from the analysis that shows technical services managers adding several new practices to support and care for the mental health of employees.
Journal Article