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Hallberg, Anette
Publications (3 of 3) Show all publications
Hallberg, A. & Sipos-Zackrisson, K. (2010). Improvements of public library service quality: Perspective of libraries and study centres. The TQM Journal, 22(1), 89-100
Open this publication in new window or tab >>Improvements of public library service quality: Perspective of libraries and study centres
2010 (English)In: The TQM Journal, ISSN 1754-2731, E-ISSN 1754-274X, Vol. 22, no 1, p. 89-100Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to contribute to the improvement of library service quality in public libraries.

Design/methodology/approach – The paper is based on two complementary studies and includes 58 interviews with managers, librarians and adult educators in Sweden and England. Together, they cover public libraries, study centres and adult education on an arena defined by stakeholders of the local municipality, county library, customer, governmental control systems and regional development council.

Findings – Suggested improvements show that the potential for improving service quality of the Swedish library sector is related to the strength of its market orientation and to its ability to change the librarian's role. A change in the librarian role to a service-oriented and retail-experienced librarian, is reflected by the ability of the librarian to adapt to the process-oriented roles of the contact creator, the mentor/coach and the inspirer.

Originality/value – The market orientation of the library services, customer orientation, together with a change to a retail-experienced librarian role, are actions identified for improving library customer value. The combination of market orientation including new customer groups and a new librarian role contribute to the improvement of library service quality.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2010
Keywords
Adult education, England, Information retrieval, Librarians, Public libraries, Sweden
National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-72773 (URN)10.1108/17542731011009649 (DOI)
Available from: 2011-12-07 Created: 2011-12-07 Last updated: 2017-12-08Bibliographically approved
Hallberg, A. (2007). Prerequisites for quality improvements in the library. In: QMOD Conference,2007.
Open this publication in new window or tab >>Prerequisites for quality improvements in the library
2007 (English)In: QMOD Conference,2007, 2007Conference paper, Published paper (Refereed)
Keywords
Service quality, library, learning, customer, involvement
National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-39837 (URN)51457 (Local ID)51457 (Archive number)51457 (OAI)
Available from: 2009-10-10 Created: 2009-10-10
Hallberg, A. (2005). Kundorienterad biblioteksverksamhet -en jämförelse mellan bibliotek och lärcentra i Sverige och England. Linköping: Linköpings universitet
Open this publication in new window or tab >>Kundorienterad biblioteksverksamhet -en jämförelse mellan bibliotek och lärcentra i Sverige och England
2005 (English)Report (Other academic)
Place, publisher, year, edition, pages
Linköping: Linköpings universitet, 2005
National Category
Engineering and Technology
Identifiers
urn:nbn:se:liu:diva-31276 (URN)17037 (Local ID)17037 (Archive number)17037 (OAI)
Available from: 2009-10-09 Created: 2009-10-09
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