Assessment of customer knowledge management in academic libraries: Design and validation of a checklist |
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| Institution: | 1. Institute for Art and Culture, Lahore, Pakistan;2. Govt. Kulliyat ul Banat Degree College, Lahore, Pakistan;3. Islamabad Model College for Boys, H-9, Islamabad, Pakistan;4. Institute of Information Management, University of the Punjab, Lahore, Pakistan;5. PhD Scholar, University of the Punjab, Lahore Pakistan;1. Trauma Research Center, Kashan University of Medical Sciences, Kashan, Iran;2. Department of Anesthesiology, Faculty of Paramedical, Kashan University of Medical Sciences, Kashan, Iran;3. Social Determinants of Health (SDH) Research Center, Faculty of Health, Kashan University of Medical Sciences, Kashan, Iran;4. Department of Health, Safety and Environment Management; Faculty of Health, Kashan University of Medical Sciences, Kashan, Iran;1. McGill University Library, 550 Sherbrooke Street West, West Tower, 6th floor, Montreal, Quebec H3A 1B9, Canada;2. McGill University Library, 3459 McTavish Street, Montreal, Quebec H3A 0C9, Canada |
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| Abstract: | A review of the research background shows that despite the usability of customer knowledge for libraries, the concept of Customer Knowledge Management (CKM) in libraries is rarely addressed. The purpose of this study was to identify the indicators, operational instances as well as the design and validation of an all-inclusive CKM implementation instrument in academic libraries. The study was conducted in two quantitative and qualitative phases. The final instrument was a CKM strategy that consisted of various indicators preliminary designed by drawing on literature review, and operational instances identified by qualitative interviews with 12 academic library managers. A Delphi study with 20 experts was used to assess the experts’ degrees of agreement on the retrieved indicators and instances. The result was a reliable and valid checklist consisting of 67 instances under 6 major and 12 minor indicators. This instrument would allow managers to assess the state of CKM in their academic libraries, improve their library performance by checking the strengths and weaknesses against the indicators, and also serve as a basis for training the academic library staff on how to successfully implement CKM. With objective instances, the instrument is expected to improve the quality of customer services, customer satisfaction, and customer loyalty. |
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