Perspectives on Quality of Reference Service in an Academic Library: A Qualitative Study.

Abstract

A qualitative study was conducted to explore the concept of quality as it applies to reference service in an academic library. The study explicates the dimensions of quality service and points to the interconnectedness and interdependence of these dimensions. Time and morale were found to provide the essential environmental context for quality service. These critical dimensions require highly competent management, as they have impact on the knowledge and willingness of the reference librarian, on the process of assessment and action, and on the partnership between user and librarian. Implications for management are discussed, as effective management involves a holistic understanding of the complex nature of connections among the dimensions of quality service.

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