The Cybrary - Seamless for the customer, fine needlework for the staff

The University of Queensland Cybrary delivers high quality customer focused innovative information resources, services and programs that are integrated with and central to the University’s teaching, learning and research activities. The Cybrary website - www.cybrary.uq.edu.au - enables customers to access information more or less seamlessly anywhere anytime. This paper will go behind the seams to discuss some of the technologies that underpin service delivery and some of the implications for the Cybrary’s human, physical and financial resources.

Understanding service failure and recovery: A customer-based phenomenographic approach

To date, researchers have largely considered service failure and recovery as a combination of individual constructs, often in isolation, rather than viewing failure and recovery holistically. Consequently, our understanding is fragmented. Furthermore, while some attempt has been made to gain a better understanding of service failure and recovery from both the customer and the employee’s perspective (cf. Bitner et al.1990; McColl-Kennedy and Sparks 2003), no study has employed an interpretative perspective that potentially offers a rich, in-depth approach to this important area of research. Given this gap, our paper presents the value of taking a customer-based interpretive approach to obtaining a fuller understanding of the way customers view service failure and recovery. In this paper we report the findings of our phenomenography study of twenty in-depth interviews. Not only do we argue the benefits of adopting this fresh approach to studying service failure and recovery, we also present an innovative conceptual framework derived from our phenomenographic research findings, which has significant theoretical and practical implications.