Emotional design application to evaluate user impressions of library information desks

Cortés-Villalba, Carmina, Gil-Leiva, Isidoro and Artacho-Ramírez, Miguel Ángel Emotional design application to evaluate user impressions of library information desks. Library and Information Science Research, 2017, vol. 39, pp. 311-318. [Journal article (Paginated)]

[thumbnail of Emocional desig Gil-Leiva 2017DEFINITIVO.pdf]
Preview
 Text
Emocional desig Gil-Leiva 2017DEFINITIVO.pdf - Published version
Download (464kB) | Preview
[thumbnail of CortesVillalba Gil-Leiva Artacho-Ramirez2017.pdf]
Preview
 Text
CortesVillalba Gil-Leiva Artacho-Ramirez2017.pdf
Download (464kB) | Preview

English abstract

To evaluate the quality of service it is critical to know the concepts on which such evaluations are made from the user point of view. Differential semantics was applied in an emotional design framework to identify these concepts, or dimensions, and an equation was devised to discover the influence they have in the acceptance of a service by users. Some 53 users evaluated the tangible elements of 28 library information desks. Five latent concepts emerged from the analysis: modern, welcoming, professional, simple, and accessible. The most influential concepts influencing willingness to interact at library information desks were, in descending order, modernity, professionalism, welcoming environment, and accessibility. Finally, a comparative semantic profile was developed to explore the perception differences between the most and the least desirable information desks. Understanding the concepts that users consider when evaluating information desks and the influence of those concepts on user behavior can help designers improve overall service quality impressions.

Item type: Journal article (Paginated)
Keywords: Emotional design; user; library information desks; diseño emocional; usuarios; punto de información; bibliotecas
Subjects: I. Information treatment for information services > IK. Design, development, implementation and maintenance
Depositing user: Isidoro Gil Leiva
Date deposited: 03 Dec 2023 22:56
Last modified: 03 Dec 2023 22:56
URI: http://hdl.handle.net/10760/40980

References

Alcántara, E., Artacho, M. A., Gonzalez, J. C. & Garcia, A. C. (2005). Application of product semantics to footwear design. Part I—identification of footwear semantic space applying differential semantics. International Journal of Industrial Ergonomics, 35, 713-725.

Artacho-Ramírez, M. A., Diego-Mas, J. A. & Alcaide-Marzal, J. (2008). Influence of the mode of graphical representation on the perception of product aesthetic and emotional features: An exploratory study. International Journal of Industrial Ergonomics, 38, 942-952.

Babin, B. J., Chebat, J. C. & Michon, R. (2004). Perceived appropriateness and its effect on quality, affect and behavior. Journal of Retailing and Consumer Services, 11(5), 287-298.

Babin, B. J., Darden, W. R. & Griffin, M. (1994). Work and / or fun? Measuring hedonic and utilitarian shopping. Journal of Consumer Research, 20(4), 644-656.

Bezerra, G. C. L., & Gomes, C. F. (2016). Measuring airport service quality: A multidimensional approach. Journal of Air Transport Management, 53, 85-93.

Brucks, M. (1985). The Effects of Product Class. Knowledge on Information Search Behavior. Journal of Consumer Research, 12(1), 1-16.

Buckland, M. K. (1986). Library Services in Theory and Context. Oxford: Pergamon press.

Chan, W. Y., To, C. K. & Chu, W. C. (2015). Materialistic consumers who seek unique products: how does their need for status and their affective response facilitate the repurchase intention of luxury goods? Journal of Retailing and Consumer Services, 27, 1-10.

Chen, C. F., & Cheng, L. T. (2012). A study on mobile phone service loyalty in Taiwan. Total Quality Management and Business Excellence 23, 807-819.

Chen, M. C., Hsu, C. L., Chang, K. C. & Chou, M. C. (2015). Applying Kansei engineering to design logistics services: A case of home delivery service. International Journal of Industrial Ergonomics, 48, 46-59.

Choi, K. S., Cho, W. H., Lee, S., Lee, H. & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57(8), 913-921.

Dahan, S. M., Taib, M. Y., Zainudin, N. M. & Ismail, F. (2016). Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library. The Journal of Academic Librarianship, 42(1), 38-43.

Damasio, A. R. (1994). Descartes error: Emotion, reason, and the human brain. New York: Putnam/Grosset Press.

Garvin, D.A. (1988). Managing Quality: The Strategic and Competitive Edge. New York: The Free Press.

Gaunt, R., Leyens, J. & Demoulin, S. (2002). Intergroup relations and the attribution of emotions: control over memory for secondary emotions associated with the ingroup and outgroup. Journal of Experimental Social Psychology, 38, 508-514.

Gaur, S. S., Herjanto, H. Makkar, M. (2014). Review of emotions research in marketing, 2002-2013. Journal of Retailing and Consumer Services, 21(6), 917-923.

Gefen, D. (2002). Customer Loyalty in E-Commerce. Journal of the Association for Information Systems, 3, 27-51.

Gibson, J. J. (1977). The theory of affordances. In R.E. Shaw & J. Bransford (Eds.), Perceiving, Acting, and Knowing: Toward an Ecological Psychology (pp. 67-82). Hillsdale, NJ: Lawrence Erlbaum Associates.

Giovanis, Apostolos N., Zondiros, D. & Tomaras, P. (2014). The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate image. Procedia - Social and Behavioral Sciences, 148, 236-244.

Gracia, E., Bakker, A. B. & Grau, R. M. (2011). Positive emotions: the connection between customer quality evaluations and loyalty. Cornell Hospitality Quartely, 52(4), 458-465.

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18, 36-44.

Heung, V. C. S., & Gu, T. (2012). Influence of restaurant atmospheric on patron satisfaction and behavioral intentions. International Journal of Hospitality Management, 31, 1167-1177.

Hsiao, Y. H., Chen, M. C. & Liao, W. C. (2016). Logistics service design for cross-border E-commerce using Kansei engineering with text-mining-based online content analysis. Telematics and Informatics [In press].

Jindo, T., Hirasago, K. & Nagamachi, M. (1995). Development of a design support system for office chairs using 3-D graphics. International Journal of Industrial Ergonomics, 15, 49-62.

Julien, H., McKechnie, L. E. F. & Hart, S. (2005). Affective issues in library and information science systems work: A content analysis. Library & Information Science Research, 27(4), 453-466.

Kim, N. Y., & Park. J. W. (2016). A study on the impact of airline service delays on emotional reactions and customer behaviour. Journal of Air Transport Management, 57, 19-25.

Kim, S., Park, G., Lee, Y. & Choi, S. (2016). Customer emotions and their triggers in luxury retail: understanding the effects of customer emotions before and after entering a luxury shop. Journal Of Business Research, http://dx.doi.org/10.1016/j.jbusres.2016.04.178, [In press].

Kotler, P. (1973). Atmospherics as a Marketing Tool. Journal of Retailing, 49(4), 48-64.

Ladhari, R. Souiden, N. Ladhari, I. (2011). Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image. Journal of Financial Services Marketing. 16(2), 111-124.

Ladhari, R., Souiden, N. & Dufour, B. (2017) The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions. Journal of Retailing and Consumer Services, 34, 10-18.

Lopatovska, I., & Arapakis, I. (2011). Theories, methods and current research on emotions in library and information science, information retrieval and human-computer interaction. Information Processing and Management, 47, 575-592.

Lutz, R. (1986), Quality is as Quality Does: An Attitudinal Perspective on Consumer Quality Judgments, presentation to the Marketing Science Institute Trustees' Meeting, Cambridge, MA.

Michon, R., Chebat, J. C. & Turley, L. W. (2005). Mall atmospheric: the interaction effects of the mall environment on shopping behavior. Journal Of Business Research, 58(5), 576-583.

Mira, J. J., Tomas, O., Virtudes-Perez, M., Nebot, C. & Rodrıguez-Marın, J. (2009). Predictors of patient satisfaction in surgery. Surgery, 145(5), 536-541.

Morton, C., Caulfield, B. & Anable, J. (2016). Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland. Case Studies on Transport Policy, 4, 199-207.

Nagamachi, M. (1995). Kansei Engineering: a new ergonomic consumer-oriented technology for product development. International Journal of Industrial Ergonomics, 15, 3-11.

Natesan, P. & Aerts, X. (2016). Can library users distinguish between minimum, perceived, and desired levels of service quality? Validating LibQUAL using multitrait multimethod analysis. Library & Information Science Research, 38(1), 30-38.

Nelson, E. C., Rust, R. T., Zahorik, A., Rose, R. L., Batalden, P. & Siemanski, B. A. (2004) Do patient perceptions of quality relate to hospital financial performance? Journal of Health Care Marketing, 12(4), 6-13.

Ng, S. & Russell-Bennett, R. (2015). The role of affect in consumer evaluation of health care services. Health Marketing Quarterly, 32(1), 31-47.

Nunnally, J.C. (1978). Psychometric Theory. New York: McGraw-Hill.

Ortony, A., & Turner, T. J. (1990). What's Basic About Basic Emotions? Psychological Review, 97(3), 315-331.

Osgood, C. E., Suci, C. J. & Tannenbaum, P. H. (1957). The Measurement of Meaning. Urbana: University of Illinois Press, 76-124.

Pantouvakis, A., & Renzi, M. F. (2016). Exploring different nationality perceptions of airport service quality. Journal of Air Transport Management, 52, 90-98.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41 - 50.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.

Rychalski, A., & Hudson, S. (2017). Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context. Journal of Business Research, 71, 84-91.

Steenkamp, J. B. E. M., (1989). Product Quality: an Investigation into the Concept and How It Is Perceived by Consumers. Assen/Maastricht, Holland: Van Gorcum.

Stevens, P., Knutson, B. & Patton, M. (1995) DINESERV: A tool for measuring service quality in restaurants. The Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56-60.

Su, L., Swanson, S. R. & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, 82-95.

Suziyana Mat Dahan, S., Yusof Taib, Mohd, Mohd Zainudin, Nuzhaizan & Ismail, Fadzida. (2016). Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library. The Journal of Academic Librarianship, 42(1), 38-43.

Tam, J. L. M. (2012). The moderating role of perceived risk in loyalty intentions: an investigation in a service context. Marketing Intelligence & Planning, 30, 33-52.

Tanoue, C., Ishizaka, K. & Nagamachi, M., (1997). Kansei engineering: a study on perception of vehicle interior image. International Journal of Industrial Ergonomics, 19, 115-128.

Tosun, C., Bora Dedeoğlu, B. & Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing & Management, 4(4), 222-234.

Young, S., & Feigin, B. (1975). Using the Benefit Chain for Improved Strategy Formulation. Journal of Marketing, 39, 72-74.

Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52, 2-22.


Downloads

Downloads per month over past year

Actions (login required)

View Item View Item
Contact us
Send email Sponsors
Sponsor: AIMS Sponsor: D&P Sponsor: UniNa CAB Get connected
Facebook Facebook Twitter Twitter Linkedin LinkedIn RSS RSS