Salvesen, G.: Is the library able to find the answer? (2005)
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- Abstract
- To answer this question I need a theoretical discussion of the aspects that have implication on the quality of the reference service, and an empirical study of the service. By combining theories from the field of reference service, service, goods quality and service quality, I propose six factors related to the total quality of the reference service: The library, the servicescape, the librarian, the user and the answer. From these aspects I have in this paper chosen to focus on the librarian's ability to communicate with the user. The empirical study consists of an analysis of 20 dialogs conversations between user and librarian. The analysis has its theoretical and conceptual roots in Conversation Analysis or CA.
- Date
- 22. 7.2009 10:54:45
