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"More than Books", Creating Library Services During COVID-19: A Case From Sweden

Bedoya Lopez, Ruth Isleny LU (2021) SMMM20 20211
Department of Service Management and Service Studies
Abstract
This thesis aims to enhance the existing knowledge about cultural management and expanding its scope to discussing service creation in times of COVID-19 from a practice perspective, using public libraries as an example. There is extensive research on public libraries focusing on service encounters, service experience, service quality, place-making processes, and digitalization of library services. However, little has been investigated about creation processes in libraries and even less has been researched about service creation in times of crisis. Thus, this thesis tries to identify how public libraries combine practices to create innovative services in times of COVID-19 and how these practices are shaped by COVID-19. To do so, this... (More)
This thesis aims to enhance the existing knowledge about cultural management and expanding its scope to discussing service creation in times of COVID-19 from a practice perspective, using public libraries as an example. There is extensive research on public libraries focusing on service encounters, service experience, service quality, place-making processes, and digitalization of library services. However, little has been investigated about creation processes in libraries and even less has been researched about service creation in times of crisis. Thus, this thesis tries to identify how public libraries combine practices to create innovative services in times of COVID-19 and how these practices are shaped by COVID-19. To do so, this project uses a qualitative approach drawing on the analysis of data collected through participant observation, semi-structured interviews, and document analysis at a Swedish public library. It was argued that service creation in public libraries is a complex process that requires an effective combination of dispersed and integrative practices to understand the needs of users, employees, and stakeholders and produce attractive and legitimate services. Practices in public libraries are affected by institutional values, national guidelines, and external events. Thus, they must be flexible and adaptable enough to produce positive outcomes regardless of the circumstances. (Less)
Abstract (Spanish)
Esta tesis tiene como objetivo potenciar el conocimiento existente sobre gestión de organizaciones culturales y ampliar su alcance para discutir la creación de servicios en tiempos de COVID-19 desde una perspectiva práctica, tomando como ejemplo las bibliotecas públicas. Existe una extensa investigación sobre bibliotecas públicas que se centra en procesos de digitalización, en la calidad del servicio y en la atención al cliente. Sin embargo, poco se ha investigado sobre los procesos de creación en bibliotecas y aún menos sobre la creación de servicios en tiempos de crisis. Por ello, esta tesis intenta identificar cómo las bibliotecas públicas combinan prácticas para crear servicios innovadores en tiempos de COVID-19 y cómo estas prácticas... (More)
Esta tesis tiene como objetivo potenciar el conocimiento existente sobre gestión de organizaciones culturales y ampliar su alcance para discutir la creación de servicios en tiempos de COVID-19 desde una perspectiva práctica, tomando como ejemplo las bibliotecas públicas. Existe una extensa investigación sobre bibliotecas públicas que se centra en procesos de digitalización, en la calidad del servicio y en la atención al cliente. Sin embargo, poco se ha investigado sobre los procesos de creación en bibliotecas y aún menos sobre la creación de servicios en tiempos de crisis. Por ello, esta tesis intenta identificar cómo las bibliotecas públicas combinan prácticas para crear servicios innovadores en tiempos de COVID-19 y cómo estas prácticas son moldeadas por COVID-19. Para ello, se utiliza un enfoque cualitativo basado en el análisis de los datos recopilados a través de observaciones, entrevistas semiestructuradas y análisis de documentos en una biblioteca pública sueca. Se argumentó que la creación de servicios en las bibliotecas públicas es un proceso complejo que requiere una combinación efectiva de prácticas dispersas e integradoras para comprender las necesidades de los usuarios, empleados y partes interesadas y producir servicios atractivos y legítimos. Las prácticas en las bibliotecas públicas se ven afectadas por valores institucionales, políticas nacionales y eventos externos. Por lo tanto, estas deben ser lo suficientemente flexibles y adaptables para producir resultados positivos independientemente de las circunstancias. (Less)
Please use this url to cite or link to this publication:
author
Bedoya Lopez, Ruth Isleny LU
supervisor
organization
course
SMMM20 20211
year
type
H2 - Master's Degree (Two Years)
subject
keywords
Service creation, practice theory, cultural management, library management, value creation, crisis management, public libraries
language
English
id
9049944
date added to LUP
2021-06-10 13:22:25
date last changed
2021-06-10 13:22:25
@misc{9049944,
  abstract     = {{This thesis aims to enhance the existing knowledge about cultural management and expanding its scope to discussing service creation in times of COVID-19 from a practice perspective, using public libraries as an example. There is extensive research on public libraries focusing on service encounters, service experience, service quality, place-making processes, and digitalization of library services. However, little has been investigated about creation processes in libraries and even less has been researched about service creation in times of crisis. Thus, this thesis tries to identify how public libraries combine practices to create innovative services in times of COVID-19 and how these practices are shaped by COVID-19. To do so, this project uses a qualitative approach drawing on the analysis of data collected through participant observation, semi-structured interviews, and document analysis at a Swedish public library. It was argued that service creation in public libraries is a complex process that requires an effective combination of dispersed and integrative practices to understand the needs of users, employees, and stakeholders and produce attractive and legitimate services. Practices in public libraries are affected by institutional values, national guidelines, and external events. Thus, they must be flexible and adaptable enough to produce positive outcomes regardless of the circumstances.}},
  author       = {{Bedoya Lopez, Ruth Isleny}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{"More than Books", Creating Library Services During COVID-19: A Case From Sweden}},
  year         = {{2021}},
}