Publication: Emotional design application to evaluate user impressions of library information desks
Authors
Cortés Villalba, Carmina ; Gil-Leiva, Isidoro ; Artacho-Ramírez, Miguel Ángel
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Publisher
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DOI
doi.org/10.1016/j.lisr.2017.11.004
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info:eu-repo/semantics/article
Description
© 2017 Elsevier Inc. This document is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/
This document is the Accepted version of a Published Work that appeared in final form in Library & Information Science Research. To access the final edited and published work see https://doi.org/10.1016/j.lisr.2017.11.004
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 devel oped 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.
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Citation
Library & Information Science Research Vol. 39, Issue 4, 2017, Pages 311-318
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