Improving Customer Satisfaction: Changes as a Result of Customer Value Discovery

McKnight, Susan; Berrington, Mike

doi:10.18438/b86g73

Cited by 11 publications

(12 citation statements)

References 2 publications

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“…All of these assumptions lead to preconceived ideas, and distorted and inaccurate knowledge about our users. McKnight and Berrington (2008) demonstrated this in the study they undertook at Nottingham Trent University. In this context staff assumptions were challenged by employing techniques that highlighted the inaccuracy of the assumed knowledge that staff had about users.…”

Section: In-depth Knowledge Of Usersmentioning

confidence: 83%

Personalized Boutique Service: Critical to Academic Library Success?

Tilley

2013

New Review of Academic Librarianship

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An academic library that focuses on delivering a personalized service is examined within the context of the boutique library model. It is suggested that a critical success factor in adopting a personalized, boutique-style service is acquiring knowledge and insight of our users. This, together with appropriate evaluation, will assist with providing evidence of service impact. A critical incident survey for third year dissertation students in a subject library is used to demonstrate the depth of knowledge essential for services to provide for their user populations. The extent to which obtaining user knowledge for making informed decisions about services underpins any academic library strategy is dependent on service managers. The conclusion is that local knowledge, along with evaluation of that information and tailored service implementation, is essential for academic library success, whatever the size of institution.

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Section: In-depth Knowledge Of Usersmentioning

confidence: 83%

Personalized Boutique Service: Critical to Academic Library Success?

Tilley

2013

New Review of Academic Librarianship

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“…Recent research using the Customer Value Discovery methodology at venues such as Nottingham Trent University has revealed significant gaps in library staff perceptions of user needs 10,11 . In particular, library staff tended to underestimate the impact/value/frequency of certain sub‐optimal features (‘irritants’) of the service and, indeed, failed to predict some irritants at all!…”

Section: Resultsmentioning

confidence: 99%

In search of the mythical ‘typical library user’

Booth

2008

Health Info Libraries J

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“…The Customer Value Discovery research method [136] was used to compare satisfaction regarding the main components of MEMOSE from two groups: users and developers. The "user" participants were the same as for the SERVQUAL method.…”

Section: Discussionmentioning

confidence: 99%

Finding Emotional-Laden Resources on the World Wide Web

Knautz

Neal

Schmidt³

et al. 2011

Information

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Some content in multimedia resources can depict or evoke certain emotions in users. The aim of Emotional Information Retrieval (EmIR) and of our research is to identify knowledge about emotional-laden documents and to use these findings in a new kind of World Wide Web information service that allows users to search and browse by emotion. Our prototype, called Media EMOtion SEarch (MEMOSE), is largely based on the results of research regarding emotive music pieces, images and videos. In order to index both evoked and depicted emotions in these three media types and to make them searchable, we work with a controlled vocabulary, slide controls to adjust the emotions’ intensities, and broad folksonomies to identify and separate the correct resource-specific emotions. This separation of so-called power tags is based on a tag distribution which follows either an inverse power law (only one emotion was recognized) or an inverse-logistical shape (two or three emotions were recognized). Both distributions are well known in information science. MEMOSE consists of a tool for tagging basic emotions with the help of slide controls, a processing device to separate power tags, a retrieval component consisting of a search interface (for any topic in combination with one or more emotions) and a results screen. The latter shows two separately ranked lists of items for each media type (depicted and felt emotions), displaying thumbnails of resources, ranked by the mean values of intensity. In the evaluation of the MEMOSE prototype, study participants described our EmIR system as an enjoyable Web 2.0 service

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Improving Customer Satisfaction: Changes as a Result of Customer Value Discovery

Cited by 11 publications

References 2 publications

Personalized Boutique Service: Critical to Academic Library Success?

Personalized Boutique Service: Critical to Academic Library Success?

In search of the mythical ‘typical library user’

Finding Emotional-Laden Resources on the World Wide Web

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