Applying the servicescape model to understand student experiences of a Norwegian academic library

Abstract

The servicescape model from the marketing discipline was adapted to understand students' library usage and experiences of academic library as a learning space. With a qualitative and explorative approach, it was discovered that the servicescape has great influence on student users when the physical environment triggers certain responses and behaviours. Physical workspace discomfort and disturbance from other students, lead to negative cognitive perceptions, which in turn cause negative emotional responses that impact students' learning experiences. Students' behaviour and experience of the library facilities are also influenced by whether the library can accommodate their various needs throughout the study progression. Additionally, the purpose of library usage is much affected by the structure of the library and proximity to other social facilities. The findings also indicate that a workspace with effective and flexible seating solutions contribute to approach behaviour. As the model goes beyond the physical facilities alone, further understanding of various user responses triggered by the interplay between the built and social environment is gained. Such knowledge contributes to improve library facilities and for libraries to remain important as effective and relevant learning space.