DOI QR코드

DOI QR Code

The Mediation Effect of the Users' Perception of Librarians' Specialty: On the Influence of Public Library Activity on Public Library Perception

공공도서관 이용자가 인식하는 사서 전문성의 매개효과 연구: 도서관 활동 경험이 도서관 인식에 미치는 영향에서

  • 김초해 (연세대학교 문헌정보학과) ;
  • 김기영 (연세대학교 문헌정보학과)
  • Received : 2021.11.15
  • Accepted : 2021.12.15
  • Published : 2021.12.30

Abstract

This study aims to examine how the specialty of librarians links between users' library experience and their resulting perception of the library in public libraries. After reviewing theoretical background studies, a questionnaire survey was conducted at six public libraries in Seoul and Gyeonggi Province. The analysis of the survey results showed that the perception of librarians' specialty had a mediation effect on the relationship between cultural, educational activity and library perception. However, information activity was not linked by the perception of librarians' specialty and only directly influenced on the library perception. Accordingly, the result raised a question of a discrepancy between the areas where the users gain the value of the library and where the librarians' specialty is perceived and some implications were suggested. This research is meaningful in integrating the users' library experience, librarians' specialty, and the library performance by external point of view on the specialty, traditionally regarded as an internal characteristic of the librarianship.

본 연구의 목적은 공공도서관 사서의 전문성이 이용자의 도서관 경험과 그로 인한 도서관 인식을 어떻게 매개하는지 검토하는 것이다. 이를 위해 이론적 배경과 선행연구를 고찰한 후, 서울 및 경기지역의 공공도서관 6곳을 대상으로 설문조사를 진행하였다. 연구 결과, 문화 및 교육 활동은 사서 전문성 인식을 매개로 도서관 가치 및 만족도 인식에 영향을 미쳤다. 반면, 정보 활동은 유일하게 사서 전문성을 매개하지 않고 직접 도서관 인식에 영향을 미쳤다. 이에 따라 이용자가 도서관의 가치를 형성하는 영역과 사서의 전문성을 인식하는 영역이 일치하지 않는 점에 문제를 제기하고 시사점을 제안하였다. 본 연구는 전통적으로 사서직 내부적 특성으로 여겨진 사서의 전문성을 외부에서 바라봄으로써, 이용자의 서비스 경험과 사서 전문성, 도서관 성과를 통합하였다는 의의를 지닌다.

Keywords

References

  1. An, Da In (2018). A Study on Factors Influencing Teachers' Perceptions of School Libraries: Focusing on Gyeonggi Elementary School. Master's thesis, Graduate School of Education, Yonsei University, Department of Library and Information Science.
  2. Cha, Sung-Joung (2011). A study on the user satisfaction of public library users in Korea. Journal of the Korean Society for Information Management, 28(1), 285-308. http://doi.org/10.3743/KOSIM.2011.28.1.285
  3. Chang, Durk-Hyun (2015). A qualitative study on the professional competencies of collection development librarians in academic libraries. Journal of Korean Library And Information Science Society, 46(4), 227-244. http://doi.org/10.16981/kliss.46.201512.227
  4. Chang, Younkeum (2007). A study of e-service quality and user satisfaction in public libraries. Journal of the Journal of the Korean Library and Information Science, 41(4), 315-329. http://doi.org/10.4275/KSLIS.2007.41.4.315
  5. Hong, Bo Hyun (2019). A Study on the Influence of Spatial and Non-spatial Characteristics on Space Image in Public Libraries. Master's thesis, Graduate School of Yonsei University, Department of Library and Information Science.
  6. Hong, Hyun-Jin (2000). A study on competencies and roles of information professionals in the 21st century. Journal of Korean Library and Information Science Society, 31(3), 277-301.
  7. Kim, Sehun, Jeong, Jinsu, & Lee, Jonggwon (2003). A Method to Strengthen Library Specialty. Seoul: Korea Culture and Tourism, Policy Institute.
  8. Kim, Sun Ae (2006). A study on customer satisfaction framework for public library services. Journal of Korean Library and Information Science Society, 37(3), 193-208.
  9. Kim, Yong-Gun (2002). A study on the professionalism of librarianship in Korea. Journal of Korean Library And Information Science Society, 33(4), 283-306.
  10. Kim, Yong-Gun (2005). Librarianship as a profession in Korea. Journal of Korean Library And Information Science Society, 36(1), 1-20.
  11. Kim, Young-Joon (2006). A study on the roles of library for community residents life-long learning. Journal of the Korean Library and Information Science, 40(1), 217-239. http://doi.org/10.4275/KSLIS.2006.40.1.217
  12. Koo, B. Y. (2002). Identity and a view to the future of the library and information science profession. Koran Society for Library and Information Science, 36(3), 93-113. http://doi.org/10.4275/KSLIS.2002.36.3.093
  13. Kwack, Dong Chul (2005). A study on the roles of public libraries for the life-long education. Journal of Korean Library and Information Science Society, 36(2), 69-91.
  14. Lee, Ae-Ran (2006). A study on the tendency or trend of the lifelong education in the public library. Journal of Korean Library And Information Science Society, 37(4), 271-87.
  15. Lee, Ha Jung (2019). A Study on the Effect of Reading Programs on the School Library Perceptions of Teachers: A Case of Elementary Schools in Gyeonggi-do. Master's thesis, Graduate School of Education, Yonsei University, Department of Library and Information Science.
  16. Lee, Jae-Whoan, Lee, Ki-Myung, Kim, Jung-Ho, Youn, You-Ra, & Lee, Eun-Ju (2005). Evaluation and requirement of librarians on LIS education. Journal of the Korean Library and Information Science, 39(4), 45-69. http://doi.org/10.4275/KSLIS.2005.39.4.045
  17. Lee, Joung Sil, He, Byum-Young, Hong, Soon-Bok, Lim, Chae-Kwan, Kang, Kyoung-So, & Cho, Youn-Joo (2012). The effects of relational benefits on relational commitment and relational continuance intention in service corporation. Journal of Tourism Management Research, 16(2), 185-209.
  18. Lee, Mi Sook (2012). A Study on Librarians' Perception of Lifelong Education Programs at Public Libraries in Seoul. Master's thesis, Graduate School of Education, Yonsei University, Department of Library and Information Science.
  19. Lee, Seongsin (2013). Correlation between public library service user satisfaction and loyalty and moderator variables. Journal of the Korean Biblia Society for Library and Information Science, 24(1), 83-103. http://doi.org/10.14699/kbiblia.2013.24.1.083
  20. Lee, Yong-Nam (2002). Analysis on the results of the Seoul metropolitan government's surveys regarding customer satisfaction of public libraries. Journal of the Korean Biblia Society for Library and Information Science, 13(2), 29-43.
  21. Lee, Young-Hee (2008). A Study of Reinforcement for the Public Librarian Professional. Master's thesis, Graduate School of Chongju University, Department of Library and Information Science.
  22. Lee, YoungSu (2014). A study on the effect of academic library's service quality on community resident's satisfaction and loyalty: focusing on "K" university library. Digital library, 76, 37-56.
  23. Noh, Dong-Jo (2009). A study on recognition of academic librarian about ALA's core competencys of librarianship. Journal of the Korean Biblia Society for Library and Information Science, 20(4), 237-250.
  24. Noh, Younghee & Kang, Juna-Ah (2014). A study on vitalization methods of local cultural contents in the public libraries. Journal of Korean Library And Information Science Society, 45(4), 67-93. http://doi.org/10.16981/kliss.45.4.201412.67
  25. Oh, Dong-Geun (2013). Developing LCSI(library customer satisfaction index) lite for public library. Journal of the Korean Library and Information Science, 49(4), 335-361. http://doi.org/10.4275/KSLIS.2013.47.4.335
  26. Oh, Dong-Geun, Lim, Young-Kyu, & Yeo, Ji-suk (2009). Factor analysis of user's perceptions regarding the public libraries service quality. Journal of Information Science Theory and Practice, 40(2), 47-70. http://doi.org/10.1633/JIM.2009.40.2.047
  27. Oh, Dong-Geun, Yeo, Ji-suk, Choi, Sung Yeol, Lim, Young Kyu, & Kim, Kwang-Seok (2009). Development and measurement of the public library customer satisfaction index(LCSI) model. Journal of Korean Library and Information Science Society, 40(2), 267-286. http://doi.org/10.16981/kliss.40.2.200906.267
  28. Oh, Haeyeon & Kim, Giyeong (2015). A study on the perception of professionalism for librarians in Korean public libraries. Journal of the Korean Society for Information Management, 32(3), 237-260. http://doi.org/10.3743/KOSIM.2015.32.3.237
  29. Oh, Ji Eun (2010). A Study on the Librarian's Recognition of the Roles of Regional Public Libraries. Master's thesis, Graduate School of Education, Yonsei University, Department of Library and Information Science.
  30. Park, Ji Young (2014). A Study on Influences of Satisfaction for Lifetime Education Program in Public Library on Library Royalty and Recognition. Master's thesis, Graduate School of Sungkyunkwan University, Department of Library and Information Science.
  31. Park, Joon-Shik (2000). Changing roles of the librarians under the new information environment. Journal of Korean Library and Information Science Society, 31(2), 21-40.
  32. Park, Sang-uk (2020). (A) Study on the Users' Satisfaction and Recognition after Participating Cultural Events in the Special Library: Focusing on K Special Library. Master's thesis, Graduate School of Chung-Ang University, Department of Library and Information Science.
  33. Park, Seohyun (2017). The Relationship Between Relational Benefits and Library Trust & Perceptions of Public Libraries. Master's thesis, Graduate School of Yonsei University, Department of Library and Information Science.
  34. Park, Yangwoo (2020). Report on the Results of the National Library Operation Evaluation in 2020('19 Performance). Sejong: Ministry of Culture, Sports and Tourism.
  35. Park, Yu Jeong (2012). (A) Study on The Users' Utilization and Perception of The Small Libraries. Master's thesis, Graduate School of Chonnam National University, Department of Library and Information Science.
  36. Pyon, Soon Hee & Jeong, Dong Youl (2008). A study on the method of measuring the economic use value of public libraries. Journal of the Korean Library and Information Science, 42(2), 209-234. https://doi.org/10.4275/KSLIS.2008.42.2.209
  37. Roh, Hyo Jin & Chang, Woo Kwon (2019). A study on the effect of university library user's sense of community on user satisfaction and loyalty. Journal of the Korean Society for Information Management, 36(1), 137-168. http://doi.org/10.3743/KOSIM.2019.36.1.137
  38. Song, Hye Ji (2015). The Study of the Relationship between Librarian-Trust and Recognized Value of the Library: Based on Public Libaries. Master's thesis, Graduate School of Yonsei University, Department of Library and Information Science.
  39. Um, Young-Ai (2004). A study on the librarians' professional criteria and works. Journal of the Korean Library and Information Science, 38(3), 159-175. http://doi.org/10.4275/KSLIS.2004.38.3.159
  40. Yoo, Myeong Sang (2013). Study on the Influence factors of Public Library on Service Satisfaction - Focusing on Public Libraries located in Seoul. Master's thesis, Graduate School of Chung-Ang University, Department of Library and Information Science.
  41. Yoon, Hee-Yoon (2005). Library and Librarianship System. Daegu: Taeilsa.
  42. Yoon, Hee-Yoon (2006). Reflection and direction of lifelong learning activities in the public libraries of Korea. Journal of Korean Library And Information Science Society, 37(4), 45-66.
  43. Yoon, Hye Jin (2017). A Study on the Relationship between Professionalism of Children's Libraries and the Children's Program Operation in Public Libraries. Master's thesis, Graduate School of Ewha Womans University, Department of Library and Information Science.
  44. Yoon, Myung Hee (2018). (A) Study on the Professionalism of Librarianship in Korean Public Libraries. Ph.D. dissertation, Graduate School of Yonsei, Department of Library and Information Science.
  45. Aabo, S., Audunson, R., & Varheim, A. (2010). How do public libraries function as meeting places? Library & Information Science Research, 32(1), 16-26. http://doi.org/10.1016/j.lisr.2009.07.008
  46. Albee, B. & Chen, H.-l. (2014). Public library staff's perceived value and satisfaction of an open source library system. The Electronic Library, 32(3), 390-402. http://doi.org/10.1108/el-03-2012-0024
  47. American Library Association (2009). ALA's core competences of librarianship. Available: https://www.ala.org/educationcareers/sites/ala.org.educationcareers/files/content/careers/corecomp/corecompetences/finalcorecompstat09.pdf
  48. Appleton, L., Hall, H., Duff, A. S., & Raeside, R. (2018). UK public library roles and value: A focus group analysis. Journal of Librarianship and Information Science, 50(3), 275-283. http://doi.org/10.1177/0961000618769987
  49. Ashcroft, L., Farrow, J., & Watts, C. (2007). Public libraries and adult learners. Library Management, 28(3), 125-138. https://doi.org/10.1108/01435120710727974
  50. Ashcroft, L., Farrow, J., & Watts, C. (2007). Public libraries and adult learners. Library Management, 28(3), 125-138. http://doi.org/10.1108/01435120710727974
  51. Audunson, R. (2005a). How do politicians and central decision-makers view public libraries? The case of Norway. IFLA Journal, 31(2), 174-182. http://doi.org/10.1177/0340035205054882
  52. Audunson, R. (2005b). The public library as a meeting-place in a multicultural and digital context. Journal of Documentation, 61(3), 429-441. http://doi.org/10.1108/00220410510598562
  53. Baharuddin, K., Kassim, N. A., & Nordin, S. K. (2012). Notice of retraction: Library staff attitude on services: perceptions of users. 2012 IEEE Symposium on Humanities, Science and Engineering Research, 173-178. http://doi.org/10.1109/shuser.2012.6268849
  54. Baron, R. M. & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182. https://doi.org/10.1037/0022-3514.51.6.1173
  55. Bopp, R. E. & Smith, L. C. (2001). Reference and Information Services: An Introduction. 3rd ed. Englewood, Co.: Libraries Unlimited.
  56. Bryant, J. & Poustie, K. (2001). Competencies Needed By Public Library Staff. Gutersloh, German: Bertelsmann Foundation.
  57. Buttlar, L. & Mont, R. D. (1996). Library and information science competencies revisited. Journal of Education for Library and Information Science, 37(1), 44-62. http://doi.org/10.2307/40324283
  58. Cannon, P. (2017). A review of professionalism within LIS. Library Management, 38(2/3), 142-152. http://doi.org/10.1108/lm-07-2016-0053
  59. Chan, D. C. (2006). Core competencies and performance management in Canadian public libraries. Library Management, 27(3), 144-153. http://doi.org/10.1108/01435120610652897
  60. Chaudhry, A. S. & Yeen, L. S. (2001). Identification of competencies for professional staff of public libraries. Public Library Quarterly, 20(1), 17-43. https://doi.org/10.1300/J118v20n01_04
  61. Coghill, J. G. & Russell, R. G. (2017). Developing Librarian Competencies for The Digital Age. New York: Macmillan Publishers. http://doi.org/10.1300/j118v20n01_04
  62. Costello, A. B. & Osborne, J. W. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical Assessment, Research, and Evaluation, 10(7), http://doi.org/10.7275/jyj1-4868.
  63. Debono, B. (2002). Assessing the social impact of public libraries: What the literature is saying. Australasian Public Libraries and Information Services, 15(2), 80-95. Available: https://search.informit.org/doi/10.3316/ielapa.979782620607569
  64. Drabinski, E. (2016). Valuing professionalism: Discourse as professional practice. Library Trends, 64(3), 604-614. https://doi.org/10.1353/lib.2016.0005
  65. Elbert, M., Fuegi, D., & Lipeikaite, U. (2012). Perceptions of public libraries in Africa. Ariadne, 68. Available: https://www.ariadne.ac.uk/issue/68/elbert-et-al/#1
  66. Fabrigar, L. R. & Wegener, D. T. (2012). Exploratory Factor Analysis(Understanding Statistics). New York: Oxford University Press.
  67. Fabrigar, L. R., Wegener, D. T., MacCallum, R. C., & Strahan, E. J. (1999). Evaluating the use of exploratory factor analysis in psychological research. Psychological Methods, 4(3), 272-299. http://doi.org/10.1037/1082-989x.4.3.272
  68. Freeman, M. (1997). Is librarianship in the UK a true profession, a semi-profession or a mere occupation? New Library World, 98(2), 65-69. http://doi.org/10.1108/03074809710159349
  69. Freidson, E. (2001). Professionalism, the third logic: On the practice of knowledge. Chicago, IL: University of Chicago Press.
  70. Giesecke, J. & McNeil, B. (1999). Core competencies and the learning organization. Library Administration & Management, 13(3), 158-166.
  71. Gosine-Boodoo, M. & McNish, M. (2005). Comparing polarized perspectives: librarians' professional skills and development. New Library World, 106(7/8), 363-377. http://doi.org/10.1108/03074800510608675
  72. Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer's perspective. Journal of the Academy of Marketing Science, 26(2), 101-114. http://doi.org/10.1177/0092070398262002
  73. Hager, P. J. (2011). Concepts and Definitions of Lifelong Learning. In M. London (Ed.), The Oxford Handbook Of Lifelong Learning. New York: Oxford University Press.
  74. Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis (7th ed.). Upper Saddle River, NJ: Prentice Hall.
  75. Halder, S. N. (2009). Multimodal roles of library and information science professionals in present era. International Journal of Library and Information Science, 1(6), 92-99. http://doi.org/10.5897/IJLIS
  76. Hall, R. (2010). Public praxis: A vision for critical information literacy in public libraries. Public Library Quarterly, 29(2), 162-175. https://doi.org/10.1080/01616841003776383
  77. Hall, R. (2010). Public praxis: a vision for critical information literacy in public libraries. Public Library Quarterly, 29(2), 162-175. http://doi.org/10.1080/01616841003776383
  78. Hamerly, D. & Crowley, B. (2014). Sustaining professionalism in the fields of library and information studies. Library Philosophy and Practice (e-journal), 1231. Available: http://digitalcommons.unl.edu/libphilprac/1231
  79. Harris, R. M. (1989). Bibliographic instruction in public libraries: A question of philosophy. RQ, 29(1), 92-98. https://www.jstor.org/stable/25828436
  80. Hayati, Z. (2005). Competency definition for Iranian library and information professionals. Journal of Education for Library and Information Science, 46(2), 165-192. http://doi.org/10.2307/40323868
  81. Hayes, A. F. (2017). Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach (2nd ed.). New York: Guilford Press.
  82. Hicks, D. (2016). Advocating for librarianship: The discourses of advocacy and service in the professional identities of librarians. Library Trends, 64(3), 615-640. http://doi.org/10.1353/lib.2016.0007
  83. Huysmans, F. & Oomes, M. (2013). Measuring the public library's societal value: A methodological research program. IFLA Journal, 39(2), 168-177. http://doi.org/10.1177/0340035213486412
  84. Johnson, M. D. & Gustafsson, A. (2000). Improving Customer Satisfaction, Loyalty, And Profit. San Francisco, CA: Jossey-Bass Inc.
  85. Julien, H. & Breu, R. D. (2005). Instructional practices in Canadian public libraries. Library & Information Science Research, 27(3), 281-301. http://doi.org/10.1016/j.lisr.2005.04.002
  86. Julien, H. & Hoffman, C. (2008). Information literacy training in Canada's public libraries. The Library Quarterly, 78(1), 19-41. http://doi.org/10.1086/523908
  87. Kassim, N. A. (2009). Evaluating users' satisfaction on academic library performance. Malaysian Journal of Library & Information Science, 14(2), 101-115.
  88. Kemmis, S. (2010). What Is Professional Practice? Recognising and Respecting Diversity in Understandings of Practice. In C. Kanes (Ed.), Elaborating Professionalism: Studies in Practice and Theory. London: Springer.
  89. Kennan, M. A., Cole, F., Willard, P., Wilson, C., & Marion, L. (2006). Changing workplace demands: What job ads tell us. Aslib Proceedings: New Information Perspectives, 58(3), 179-196. http://doi.org/10.1108/00012530610677228
  90. Koontz, C. & Gubbin, B. (2010). IFLA Public Library Service Guidelines. Berlin, Boston: De Gruyter Saur. http://doi.org/10.1515/9783110232271
  91. Library Association. (1980). Community information. London: Library Association.
  92. Lilley, E. & Usherwood, B. (2000). Wanting it all: The relationship between expectations and the public's perceptions of public library services. Library Management, 21(1), 13-24. http://doi.org/10.1108/01435120010305591
  93. Litwin, R. (2009). The library paraprofessional movement and the deprofessionalization of librarianship. Progressive Librarian, 33, 43-60.
  94. Litzer, D. & Barnett, A. (2004). Local history in E-Books and on the web. Reference & User Services Quarterly, 43(3), 248-257.
  95. Lombardo, S. V. & Miree, C. E. (2003). Caught in the web: The impact of library instruction on business students' perceptions and use of print and online resources. College & Research Libraries, 64(1), 6-21. http://doi.org/10.5860/crl.64.1.6
  96. Luo, L. (2007). Chat reference competencies: Identification from a literature review and librarian interviews. Reference Services Review, 35(2), 195-209. http://doi.org/10.1108/00907320710749137
  97. Luthmann, A. (2007). Librarians, professionalism and image: Stereotype and reality. Library Review, 56(9), 773-780. http://doi.org/10.1108/00242530710831211
  98. Martensen, A. & Gronholdt, L. (2003). Improving library users' perceived quality, satisfaction and loyalty: An integrated measurement and management system. The Journal of Academic Librarianship, 29(3), 140-147. http://doi.org/10.1016/s0099-1333(03)00020-x
  99. McClure, C. R. (1987). Planning and Role Setting for Public Libraries: A Manual of Options and Procedures. Chicago, IL: American Library Association.
  100. McNicol, S. & Dalton, P. (2003). Broadening perspectives on the learning process in public libraries. New Review of Libraries and Lifelong Learning, 4(1), 27-43. http://doi.org/10.1080/1468994042000240205
  101. Monroe, M. E. (1981). The cultural role of the public library. Advances in Librarianship, 11, 1-49.
  102. Nielsen, B. G. & Borlund, P. (2014). Public libraries and lifelong learning. Perspectives of Innovations, Economics and Business, 14(2), 94-102. http://doi.org/10.15208/pieb.2014.11
  103. Oliver, R. L. (1993) Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418-430. https://doi.org/10.1086/209358
  104. Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on The Consumer (2nd ed.). London: Routledge.
  105. Preacher, K. J. & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36(4), 717-731. http://doi.org/10.3758/bf03206553
  106. Punchihewa, C. N. D., Kiriella, K. G. A. P., Kumara, A. D. B., & Kodikara, R. C. (2018). Students' perception towards the library user education programmes of the University of Moratuwa, Sri Lanka: A case study. Journal of the University Librarians Association of Sri Lanka, 21(2), 106-122. http://doi.org/10.4038/jula.v21i2.7920
  107. Robertson, D. A. & American Library Association (2005). Cultural Programming for Libraries: Linking Libraries, Communities, and Culture. Chicago: American Library Association.
  108. Saunders, L. & Jordan, M. (2013). Significantly different?: Reference services competencies in public and academic libraries. Reference & User Services Quarterly, 52(3), 216-223. Available: https://www.jstor.org/stable/refuseserq.52.3.216
  109. Scott, R. (2011a). Strategies that public libraries use to build communities. Public Library Quarterly, 30(4), 307-346. http://doi.org/10.1080/01616846.2011.625604
  110. Scott, R. (2011b). The role of public libraries in community building. Public Library Quarterly, 30(3), 191-227. http://doi.org/10.1080/01616846.2011.599283
  111. Seifi, L. & Soltanabadi, M. (2020). Iranian public libraries' capacities in preserving and disseminating intangible cultural heritage. IFLA Journal, 46(4), 359-368. http://doi.org/10.1177/0340035219886608
  112. Seminelli, H. (2016). Librarian as professional. The Serials Librarian, 71(1), 63-69. http://doi.org/10.1080/0361526X.2016.1168667
  113. Shrout, P. E. & Bolger, N. (2002). Mediation in experimental and nonexperimental studies: New procedures and recommendations. Psychological Methods, 7(4), 422-445. http://doi.org/10.1037/1082-989x.7.4.422
  114. Sorensen, K. M. (2020). Where's the value? The worth of public libraries: A systematic review of findings, methods and research gaps. Library & Information Science Research, 43(1), 101067. http://doi.org/10.1016/j.lisr.2020.101067
  115. Stanziola, J. (2011). Lifelong learning in public libraries in 12 European Union countries: issues in monitoring and evaluation. International Journal of Lifelong Education, 30(5), 631-649. http://doi.org/10.1080/02601370.2011.611903
  116. Stenstrom, C., Cole, N., & Hanson, R. (2019). A review exploring the facets of the value of public libraries. Library Management, 40(6/7), 354-367. http://doi.org/10.1108/LM-08-2018-0068
  117. Summers, S. & Buchanan, S. (2018). Public Libraries as cultural hubs in disadvantaged communities: Developing and fostering cultural competencies and connections. The Library Quarterly, 88(3), 286-302. http://doi.org/10.1086/697707
  118. Szwarc, P. (2005). Researching Customer Satisfaction & Loyalty: How to Find out What People Really Think. London, UK: Kogan Page Publishers.
  119. UNESCO & IFLA. IFLA/UNESCO Public Library Manifesto 1994. Available: https://www.ifla.org/publications/iflaunesco-public-library-manifesto-1994
  120. Vakkari, P. & Serola, S. (2012). Perceived outcomes of public libraries. Library & Information Science Research, 34(1), 37-44. http://doi.org/10.1016/j.lisr.2011.07.005
  121. Vakkari, P., Aabo, S., Audunson, R., Huysmans, F., Kwon, N., Oomes, M., & Sin, S.-C. J. (2016). Patterns of perceived public library outcomes in five countries. Journal of Documentation, 72(2), 342-361. http://doi.org/10.1108/jd-08-2015-0103
  122. Van House, N. A., Lynch, M. J., McClure, C. R., Zweizig, D. L., & Rodger, E. J. (1987). Output Measures For Public Libraries: A Manual Of Standarized Procedures (2nd ed.). Chicago: American Library Association.
  123. Vassilakaki, E. & Moniarou-Papaconstantinou, V. (2016). How public library users perceive the information professional: is the image transforming? New Library World, 117(7/8), 449-463. http://doi.org/10.1108/nlw-05-2014-0060
  124. Walter, V. A. (1992). Output Measures for Public Library Service to Children: A Manual of Standardized Procedures. Chichago: American Library Association.
  125. Wang, I.-M. & Shieh, C.-J. (2006). The relationship between service quality and customer satisfaction: The example of CJCU library. Journal of Information and Optimization Sciences, 27(1), 193-209. http://doi.org/10.1080/02522667.2006.10699686
  126. Wilcox, P. & Monobe, D. (2020). Matrix of humanistic lifelong learning for public libraries. Public Library Quarterly, 1-27. https://doi.org/10.1080/01616846.2020.1754056
  127. Wilkinson, M. A. & Harris, R. (2002). The future of the profession of librarianship: Constructed or ordained? Canadian Journal of Information and Library Science, 27(1), 49-78.
  128. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A Means-End model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. http://doi.org/10.1177/002224298805200302