利用阶梯式访谈发现顾客在消费者健康图书馆服务中的价值。

IF 2.9 4区 医学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE
James Michael Lindsay, Courtney Wombles, David Petersen
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引用次数: 0

摘要

背景:普雷斯顿医学图书馆的图书馆员试图了解市场研究技术是否可以适用于图书馆,以更好地了解用户的价值。具体来说,本研究试图了解为什么顾客继续使用消费者健康信息服务,开发改进服务的见解,以及与其他顾客群体一起使用的方法。案例介绍:图书馆员研究人员使用阶梯访谈进行客户价值研究,这是一种在市场研究中使用的访谈技术,用于了解用户使用产品或服务的目标。PML研究小组采访了六位经常使用医学图书馆消费者健康信息服务的用户。研究人员进行了阶梯访谈,包括用户对服务基本属性的看法,引导他们与服务互动的结果,最后讨论他们希望通过使用服务实现的目标。结果在顾客价值层次图中可视化,以图形方式显示产品或服务的价值属性之间的关系,顾客如何使用它,以及它如何帮助顾客实现目标。这使研究小组能够确定哪些服务特征对顾客满意度贡献最大。结论:利用阶梯式访谈的顾客价值学习使图书馆员能够通过顾客的眼睛来看待他们的服务,专注于他们认为最重要的服务方面。这项研究让图书馆员了解到,用户希望更多地控制自己的健康,并通过获得可信的信息获得内心的平静。图书馆在提供信息方面的工作为这些读者带来了自我赋权。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

Discovering what patrons value in a consumer health library service using laddering interviews.

Discovering what patrons value in a consumer health library service using laddering interviews.

Discovering what patrons value in a consumer health library service using laddering interviews.

Discovering what patrons value in a consumer health library service using laddering interviews.

Background: Librarians at Preston Medical Library sought to understand whether marketing research techniques could be adapted to libraries to better understand what patrons value. Specifically, this study sought to learn why patrons continue using a consumer health information service, develop insights to improve the service, and a methodology to use with other patron groups.

Case presentation: Librarian researchers conducted customer value research using laddering interviews, an interview technique utilized in marketing research to learn users' goals in using a product or service. The PML research team interviewed six frequent users of a medical library's consumer health information service. Researchers conducted laddering interviews, covering patron views of basic attributes of the service, leading on to consequences of their interaction with it, and finally discussing what they hoped to achieve in using the service. The results were visualized in customer value hierarchy diagrams, graphically showing relationships between valued attributes of a product or service, how the patron used it, and how that helped patrons achieve goals. This allowed the research team to identify which features of service contribute the most to patron satisfaction.

Conclusion: Customer value learning utilizing laddering interviews enables librarians to see their service through the patrons' eyes, focusing on those aspects of the service that they view as most important. This study allowed librarians to learn that users desired to feel more in control of their health and gain peace of mind by obtaining trusted information. The library's work in providing information leads to self-empowerment for these patrons.

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来源期刊
Journal of the Medical Library Association
Journal of the Medical Library Association INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
4.10
自引率
10.00%
发文量
39
审稿时长
26 weeks
期刊介绍: The Journal of the Medical Library Association (JMLA) is an international, peer-reviewed journal published quarterly that aims to advance the practice and research knowledgebase of health sciences librarianship. The most current impact factor for the JMLA (from the 2007 edition of Journal Citation Reports) is 1.392.
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