SANNINGENS ÖGONBLICK En komparativ undersökning av ett stadsbiblioteks och en byggvaruhandels arbete med att möta sina besökare
Sanningens ögonblickFolkbibliotekService ManagementBemötandeServicemötet.Public libraryMoment of truthService encounterDocumentationInformationLibrary scienceArchivisticsArkiv- och bibliotekskunskapDokumentationSocial Sciences
The purpose of this thesis is to discuss how a Swedish public library approaches their costumers. I will show how a library interacts with their costumers compared to a business, which has a different economic work frame, a building materials supplier. My aim is to pinpoint differences and explore new methods for the library in order to improve their service.The theoretical frame of the thesis is based on Richard Norman's notion the Moment of truth. The moment of truth is the moment when a business has to convince their customer that they offer both the product, proficiency and service that the customer needs. Service encounters at two organizations have been observed and their differences and similarities compared. The result of the study is that there are more differences than similarities.The conclusion of the study is that the library setting does not permit a personal approach in the same way as the setting at a building material supplier does. Further differences are found in the settings. At a library, the staff is placed behind their desks while at a building materials supplier they move on the floor. This means that at a library the customers have to approach the staff while at a building materials supplier the staff adapts to the behavior of their customers.