Service Innovation In Academic Libraries

Is There a Place for the Customers?

    Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

    Resumé

    Purpose: The purpose of this article is to investigate whether management and employees in academic libraries involve users in library service innovations and what are these user roles. Design/methodology/approach: The paper first conducts a literature review focusing on innovation, new product development, new service development and library science with specific focus on users and management. Subsequently the research uses a case study approach to investigate management and customer involvement in a Danish academic library. Findings: Results from the case study show that academic libraries are making some attempts to draw on customers in service innovations and not only rely on management and employees. The main conclusion is that there are unexplored possibilities for customer involvement in library service innovations.Research limitations/implications: One limitation relates to the difficulty of generalization of the findings to other Danish libraries and especially other national contexts. The other one relates to the preponderance of the literature from sources outside the field of library management and library science. Therefore, library managers might have to be cautious in using the results of this study. Practical implications: This paper has practical implications for library managers, employees, library science and innovation researchers alike.Originality/value: This article is original because it generates new insights into management and especially customer involvement in academic library service innovations on the base of an in depth case study of Danish academic library

    OriginalsprogEngelsk
    TidsskriftLibrary Management
    Vol/bind31
    Udgave nummer4/5
    Sider (fra-til)304-318
    ISSN0143-5124
    DOI
    StatusUdgivet - 2010

    Citer dette

    @article{f13911a0282e11dfb030000ea68e967b,
    title = "Service Innovation In Academic Libraries: Is There a Place for the Customers?",
    abstract = "Purpose: The purpose of this article is to investigate whether management and employees in academic libraries involve users in library service innovations and what are these user roles. Design/methodology/approach: The paper first conducts a literature review focusing on innovation, new product development, new service development and library science with specific focus on users and management. Subsequently the research uses a case study approach to investigate management and customer involvement in a Danish academic library. Findings: Results from the case study show that academic libraries are making some attempts to draw on customers in service innovations and not only rely on management and employees. The main conclusion is that there are unexplored possibilities for customer involvement in library service innovations.Research limitations/implications: One limitation relates to the difficulty of generalization of the findings to other Danish libraries and especially other national contexts. The other one relates to the preponderance of the literature from sources outside the field of library management and library science. Therefore, library managers might have to be cautious in using the results of this study. Practical implications: This paper has practical implications for library managers, employees, library science and innovation researchers alike.Originality/value: This article is original because it generates new insights into management and especially customer involvement in academic library service innovations on the base of an in depth case study of Danish academic library",
    keywords = "New Service Development, New Product Development, Innovation, Customer Involvement, Electronic Services, Libraries, Web 2.0",
    author = "Ada Scupola",
    year = "2010",
    doi = "10.1108/01435121011046362",
    language = "English",
    volume = "31",
    pages = "304--318",
    journal = "Library Management",
    issn = "0143-5124",
    publisher = "JAI Press",
    number = "4/5",

    }

    Service Innovation In Academic Libraries : Is There a Place for the Customers? / Scupola, Ada.

    I: Library Management, Bind 31, Nr. 4/5, 2010, s. 304-318.

    Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

    TY - JOUR

    T1 - Service Innovation In Academic Libraries

    T2 - Is There a Place for the Customers?

    AU - Scupola, Ada

    PY - 2010

    Y1 - 2010

    N2 - Purpose: The purpose of this article is to investigate whether management and employees in academic libraries involve users in library service innovations and what are these user roles. Design/methodology/approach: The paper first conducts a literature review focusing on innovation, new product development, new service development and library science with specific focus on users and management. Subsequently the research uses a case study approach to investigate management and customer involvement in a Danish academic library. Findings: Results from the case study show that academic libraries are making some attempts to draw on customers in service innovations and not only rely on management and employees. The main conclusion is that there are unexplored possibilities for customer involvement in library service innovations.Research limitations/implications: One limitation relates to the difficulty of generalization of the findings to other Danish libraries and especially other national contexts. The other one relates to the preponderance of the literature from sources outside the field of library management and library science. Therefore, library managers might have to be cautious in using the results of this study. Practical implications: This paper has practical implications for library managers, employees, library science and innovation researchers alike.Originality/value: This article is original because it generates new insights into management and especially customer involvement in academic library service innovations on the base of an in depth case study of Danish academic library

    AB - Purpose: The purpose of this article is to investigate whether management and employees in academic libraries involve users in library service innovations and what are these user roles. Design/methodology/approach: The paper first conducts a literature review focusing on innovation, new product development, new service development and library science with specific focus on users and management. Subsequently the research uses a case study approach to investigate management and customer involvement in a Danish academic library. Findings: Results from the case study show that academic libraries are making some attempts to draw on customers in service innovations and not only rely on management and employees. The main conclusion is that there are unexplored possibilities for customer involvement in library service innovations.Research limitations/implications: One limitation relates to the difficulty of generalization of the findings to other Danish libraries and especially other national contexts. The other one relates to the preponderance of the literature from sources outside the field of library management and library science. Therefore, library managers might have to be cautious in using the results of this study. Practical implications: This paper has practical implications for library managers, employees, library science and innovation researchers alike.Originality/value: This article is original because it generates new insights into management and especially customer involvement in academic library service innovations on the base of an in depth case study of Danish academic library

    KW - New Service Development, New Product Development, Innovation, Customer Involvement, Electronic Services, Libraries, Web 2.0

    U2 - 10.1108/01435121011046362

    DO - 10.1108/01435121011046362

    M3 - Journal article

    VL - 31

    SP - 304

    EP - 318

    JO - Library Management

    JF - Library Management

    SN - 0143-5124

    IS - 4/5

    ER -