Working with Students to Shape Library Services at The Hive

The Hive represents a completely new vision for libraries and, since opening in 2012, has helped us constantly review and change our approach to service delivery. Our most recent work is around student engagement, where we are changing our relationship with students moving from passive recipients of services to active participants in service design, evaluation and delivery. This presentation will cover some examples of our student engagement work, the benefits it brings and some of the challenges that we face.

Receptivity to Self-Service Technology (SST): A Research Overview and the Way Forward

In a digital era characterised by the need for efficiency and value, self-service technology rises as a delivery interface offered by public and private sector service providers. With the assumption of a win-win situation for both the provider and customers who can ‘do it themselves’ online/offsite and offline/onsite, stereotypes arise concerning antecedents for positive receptivity and impediments in adopting SSTs. The present paper offers a literature-based discussion of some of the existing and emerging perspectives in this domain; it delivers a contextual review of studies conducted, highlights controversial viewpoints that need to be reconsidered, and suggests future research themes that can make use of the emergent digital sources in data collection and analysis. The purpose is to spark future research on the extent to which SST is a champion for different service types, and to systematically study the customer profile to be targeted for its optimal use in value co-creation.