The Optimization of Service Quality in Romanian Research Libraries: An Ethnographic Approach
The Optimization of Service Quality in Romanian Research Libraries: An Ethnographic Approach

Summary/Abstract: The necessity of better process-related activities, due to the contemporary dynamic and complex information environment, determines libraries to analyze and understand the relevance of library services and the information practices of their users. This study adopts an ethnographic research method to observe the users' perceptions, experiences and information habits, combining field observations with interviews and questionnaires, with the aim to propose a series of measures to optimize the library services and to better meet the information requests. The results indicate that Romanian research libraries must constantly reconfigure their services and redefine the librarians’ tasks, in line with changes in users' information behavior and with the development of science communication and digital technology. In general, librarians are envisioned and must act as consultants, if they want to offer perceived value and effective support to the community they serve, both in traditional and digital space of the library.

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