The influence of the reward culture on client-led service innovation in academic libraries of Uganda

IF 1.3 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE Library Management Pub Date : 2024-06-04 DOI:10.1108/lm-11-2023-0116

Elizabeth Namale Kawuma Lwanga, Patrick Ngulube

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Abstract

Purpose

Client-led service innovation has gained currency in academic libraries owing to ever-shifting client preferences. Library clients are interested in determining which services libraries should offer to meet their information needs. Several studies have investigated service innovation or improvement in libraries with an emphasis on client involvement. However, it is not clear whether the reward culture influences client-focused service innovation in the context of Uganda.

Design/methodology/approach

This multiple-case study triangulated data from a survey of 80 staff members, three semi-structured interviews conducted with three library heads, and data from institutional documents. Data were analysed quantitatively and qualitatively.

Findings

The results indicated that the financial reward culture did not influence client-led service innovation in any way; instead, non-financial rewards had an impact. Therefore, library managers need to appreciate that clients are no longer interested in financial rewards, but rather in non-financial rewards that have enduring value.

Originality/value

The study underscores the importance of client-led services in an information environment that has been invaded by industry 4.0 and calls upon librarians to use the opportunity to provide innovative services.

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乌干达学术图书馆奖励文化对客户主导型服务创新的影响

目的由于客户的偏好不断变化，以客户为主导的服务创新在学术图书馆中越来越流行。图书馆客户有兴趣决定图书馆应提供哪些服务来满足他们的信息需求。一些研究对图书馆的服务创新或改进进行了调查，重点是客户的参与。然而，在乌干达，奖励文化是否会影响以客户为中心的服务创新，目前尚不清楚。设计/方法/方法这项多案例研究将来自 80 名工作人员的调查数据、与三位图书馆馆长进行的三次半结构式访谈数据以及来自机构文件的数据进行了三角分析。研究结果表明，经济奖励文化对客户主导的服务创新没有任何影响；相反，非经济奖励产生了影响。因此，图书馆管理者需要认识到客户不再对经济奖励感兴趣，而是对具有持久价值的非经济奖励感兴趣。原创性/价值这项研究强调了在工业 4.0 入侵的信息环境中客户主导型服务的重要性，并呼吁图书馆员利用这一机会提供创新服务。

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来源期刊

Library Management INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

2.70

自引率

15.40%

发文量

期刊介绍： ■strategic management ■HRM/HRO ■cultural diversity ■information use ■managing change ■quality management ■leadership ■teamwork ■marketing ■outsourcing ■automation ■library finance ■charging ■performance measurement ■data protection and copyright As information services become more complex in nature and more technologically sophisticated, managers need to keep pace with innovations and thinking in the field to offer the most professional service with the resources they have.