"More than Books", Creating Library Services During COVID-19: A Case From Sweden

Abstract: This thesis aims to enhance the existing knowledge about cultural management and expanding its scope to discussing service creation in times of COVID-19 from a practice perspective, using public libraries as an example. There is extensive research on public libraries focusing on service encounters, service experience, service quality, place-making processes, and digitalization of library services. However, little has been investigated about creation processes in libraries and even less has been researched about service creation in times of crisis. Thus, this thesis tries to identify how public libraries combine practices to create innovative services in times of COVID-19 and how these practices are shaped by COVID-19. To do so, this project uses a qualitative approach drawing on the analysis of data collected through participant observation, semi-structured interviews, and document analysis at a Swedish public library. It was argued that service creation in public libraries is a complex process that requires an effective combination of dispersed and integrative practices to understand the needs of users, employees, and stakeholders and produce attractive and legitimate services. Practices in public libraries are affected by institutional values, national guidelines, and external events. Thus, they must be flexible and adaptable enough to produce positive outcomes regardless of the circumstances.