This study consisted of an examination of how service quality should be measured within libraries and how library service quality relates to library success. A modified version of the SERVQUAL instrument was evaluated to determine how effectively it measures library service quality. Instruments designed to measure information center success and information system success were evaluated to determine how effectively they measure library success and how they relate to SERVQUAL. A model of library success was developed to examine how library service quality relates to other variables associated with library success. Responses from 385 end users at two U.S. Army Corps of Engineers libraries were obtained through a mail survey. Results indicate that library service quality is best measured with a performance-based version of SERVQUAL, and that measuring importance may be as critical as measuring expectations for management purposes. Results also indicate that library service quality is an important factor in library success and that library success is best measured with a combination of SERVQUAL and library success instruments. The findings have implications for the development of new instruments to more effectively measure library service quality and library success as well as for the development of new models of library service quality and library success.

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Organizational culture may be defined as the shared norms, values, and beliefs of an organization. The culture expresses itself through symbols and sagas. Organizational culture shapes the behavior of those within the organization and provides a lens through which its members can interpret reality. This study sought to define the organizational culture of the Metropolitan Academic Library. The study was guided by Schein‘s five levels of cultural assumptions: assumptions about external adaptation issues; assumptions about internal integration; assumptions about the nature of truth and reality; assumptions about the nature of time and space; and assumptions about human nature, activity, and relationships. In order to triangulate data, I gave the librarians and library technical assistants of the Metropolitan Academic Library the Martin Culture Survey. I then conducted a multi-day, on-site visit, where I interviewed members of the Metropolitan Academic Library, made observations about the library, and performed document analysis. I found the culture of the Metropolitan Academic Library to be ―in the process of becoming.‖ The culture present in the library was not deep or rich; however, I did find some shared values, symbols, and sagas. With a recent turnover in administration, change was a dominant story of the Metropolitan Academic Library. The librarians and library technical assistants valued campus engagement, the people within the library, and service to the library patrons. These values find symbolic recognition in the coffee shop located in the library, the Christmas party, and the reference desk. Popular sagas of the Metropolitan Academic Library include the story of its humble origins and the building renovation

The purpose of this study is to provide base line data which does not currently exist for libraries supporting nursing education in baccalaureate, masters and doctoral nursing programs. The survey covers physical environment, clientele, resources, budget, and personnel in these libraries. A survey instrument was developed by the researcher and sent to 537 nursing programs in senior colleges and universities listed in Baccalaureate Education in Nursing 1989-90, and Graduate Education in Nursing 1989-90. Two hundred and fifty two or 47 percent of the institutions responded.

Seminal works on leadership, including those in librarianship define a traditional model of interaction between leaders and followers without reference to the information technology-driven environment. In addition, remote leadership indicates a different model from the traditional model, one that is focused on the interaction of leaders and their staff through digital technology. Although leaders still use face-to-face interaction, due to varied work schedules or job responsibilities, they also recognize the need to lead employees remotely. Leadership studies in library literature have not addressed how library leaders use information technology to lead employees remotely, nor have these studies addressed remote leadership and remote employees, except for some articles on telecommuting. As a result, this research was conducted to address this gap, providing an exploratory foundation of emergent patterns of remote leadership with its associated leadership dimensions rooted in personality traits, behaviors, and skills. Quantitative and qualitative data were obtained from a small sample size of academic and public-library leaders in the United States who participated in a Web-based survey designed specifically for this study, limiting generalizations. Factor analysis was the principal methodology used to obtain findings. Its composite factor scores were also used in the t-test and chi-square analyses. This study identifies some emergent patterns of remote leadership in the library and information-science field, exploring whether library leaders use information technology to be effective remote leaders in a technology-driven environment, and whether existing leadership attributes could be identified as part of the remote-leadership model. Because this study's findings indicated that library leaders are not quite the traditional leader but are not fully integrated into remote leadership, it becomes apparent that they would function with a blend of both face-to-face and electronic interactions, due to the nature of library work. Additionally, this research revealed underlying issues and challenges faced by library leaders as they transition from a traditional-leadership model to a blended model of face-to-face and remote leadership. Future research could include increasing the sample size and response rate to conduct factor analysis properly, and conducting longitudinal studies.

Title from PDF of title page. / Document formatted into pages; contains 215 pages. / Originally submitted in HTML and can be accessed at http://www.lib.usf.edu/ETD-db/theses/available/etd-04102002-122814/unrestricted/default.htm / Thesis (Ph.D.)--University of South Florida, 2002. / Includes bibliographical references. / Text (Electronic thesis) in PDF format. / ABSTRACT: Electronic theses and dissertations (ETDs) are an evolving genre of graduate student research that is gaining widespread acceptance among universities in the international community. ETDs are also beginning to diffuse slowly among American universities; however, a number of issues continue to work against more rapid adoption among intitutions in the United States. / ABSTRACT: This dissertation examines ETDs as an evolving electronic research genre by (1) historicizing the situated development of its predecessor, the traditional print dissertation, in nineteenth century German and American Universities; (2) reporting on the current state of the Networked Digital Library of Electronic Theses and Dissertations, an initiative of Virginia Polytechnic University; (3) analyzing ETDs as a technological innovation undergoing the diffusion process according to Emmet Roger's Diffusion of Innovation Theory; and (4) presenting the results of an ETD pilot project case study carried out at the University of South Florida. / System requirements: World Wide Web browser and PDF reader. / Mode of access: World Wide Web.