The intention to use mobile digital library technology: A focus group study in the United Arab Emirates

IGI Global (“IGI”) granted Brunel University London the permission to archive this article in BURA (http://bura.brunel.ac.uk).This paper presents a qualitative study on student adoption of mobile library technology in a developing world context. The findings support the applicability of a number of existing constructs from the technology acceptance literature, such as perceived ease of use, social influence and trust. However, they also suggest the need to modify some adoption factors previously found in the literature to fit the specific context of mobile library adoption. Perceived value was found to be a more relevant overarching adoption factor than perceived usefulness for this context. Facilitating conditions were identified as important but these differed somewhat from those covered in earlier literature. The research also uncovered the importance of trialability for this type of application. The findings provide a basis for improving theory in the area of mobile library adoption and suggest a number of practical design recommendations to help designers of mobile library technology to create applications that meet user needs

Effective surveillance management during service encounters: A conceptual framework

This chapter aims to theoretically examine effective surveillance management (ESM) during service encounters within the servicescape and provide a conceptual framework for the study of this topic in a service management perspective. It analyses antecedents, dimensions and effects of ESM. This study especially proposes as antecedents both improving customer service experience along with meeting customers' need for security and implementing a surveillance service-oriented strategy that includes secure and safe servicescape design, deterrent communication, and trained and motivated security staff. This chapter suggests also that the dimensions of ESM (customer-physical service environment encounters, customer-technological surveillance systems encounters, and customer-security staff encounters) contribute to enhancing service quality, experience quality, and staff productivity. The integration of these dimensions, antecedents, and effects create a theoretically grounded framework that can serve as a starting point for future studies about this topic in the field of service management

Effective Surveillance Management during Service Encounters: A Conceptual Framework

This chapter aims to theoretically examine effective surveillance management (ESM) during service encounters within the servicescape and provide a conceptual framework for the study of this topic in a service management perspective. It analyses antecedents, dimensions and effects of ESM. This study especially proposes as antecedents both improving customer service experience along with meeting customers\u2019 need for security and implementing a surveillance service-oriented strategy that includes secure and safe servicescape design, deterrent communication, and trained and motivated security staff. This chapter suggests also that the dimensions of ESM (customer-physical service environment encounters, customer-technological surveillance systems encounters, and customer-security staff encounters) contribute to enhancing service quality, experience quality, and staff productivity. The integration of these dimensions, antecedents, and effects create a theoretically grounded framework that can serve as a starting point for future studies about this topic in the field of service management