Share these talks and lectures with your colleagues
Invite colleaguesWe noted you are experiencing viewing problems
-
Check with your IT department that JWPlatform, JWPlayer and Amazon AWS & CloudFront are not being blocked by your network. The relevant domains are *.jwplatform.com, *.jwpsrv.com, *.jwpcdn.com, jwpltx.com, jwpsrv.a.ssl.fastly.net, *.amazonaws.com and *.cloudfront.net. The relevant ports are 80 and 443.
-
Check the following talk links to see which ones work correctly:
Auto Mode
HTTP Progressive Download Send us your results from the above test links at access@hstalks.com and we will contact you with further advice on troubleshooting your viewing problems. -
No luck yet? More tips for troubleshooting viewing issues
-
Contact HST Support access@hstalks.com
-
Please review our troubleshooting guide for tips and advice on resolving your viewing problems.
-
For additional help, please don't hesitate to contact HST support access@hstalks.com
We hope you have enjoyed this free, full length talk
Printable Handouts
Navigable Slide Index
- Introduction
- Overview of presentation
- Context of the research (1)
- Context of the research (2)
- Which customers?
- Many customer segments
- Customers' drivers
- Which methodology?
- Customers pay only for what is of use to them
- Action research methodology
- Reasons for action research
- Hierarchy of value
- Customer value discovery workshops (1)
- Customer value discovery workshops (2)
- Customer value discovery workshops (3)
- Customer value discovery workshops (4)
- Research methodology - narrative research (1)
- Research methodology - narrative research (2)
- Customer value discovery - the benefits (1)
- Customer value discovery - the benefits (2)
- Customer value discovery - the benefits (3)
- The challenges (1)
- The challenges (2)
- Academic staff hierarchy of value
- Academic staff hierarchy of value - gaps
- Academic staff hierarchy of value- performance
- Academic staff: performance vs. gaps
- Academic staff hierarchy of value- Pareto chart
- Interactive value modeling activity (1)
- Interactive value modeling activity (2)
- Students hierarchy of irritation
- Students hierarchy of value
- Key findings (1)
- Key findings (2)
- Further analysis
- Communication
- Performance monitoring
- Re-plan
- Management observations (1)
- Management observations (2)
- Evidence based librarianship
- Acknowledgements
- Thank you
- Related publications (1)
- Related publications (2)
Topics Covered
- Customer value discovery
- Enzyme International
- Library services
- Customer satisfaction
- Library performance measurement
- Evidence based library & information practice
- University library services
- Academic library services
- Perceptions of library performance
- Interactive value modeling
- Customer service excellence
Talk Citation
McKnight, S. (2012, April 1). Customer value discovery [Video file]. In The Biomedical & Life Sciences Collection, Henry Stewart Talks. Retrieved April 16, 2021, from https://hstalks.com/bs/2292/.Publication History
Financial Disclosures
- Dr. Sue McKnight has not informed HSTalks of any commercial/financial relationship that it is appropriate to disclose.