On intermediaries' inquiring minds, elicitation styles, and user satisfaction

Mei Mei Wu, Ying Hsang Liu

Research output: Contribution to journalArticle

3 Citations (Scopus)

Abstract

Building upon previous research on the concepts of inquiring minds and elicitation styles (Wu, 2005; Wu & Liu, 2003), this study aims to identify the relationships between the theoretical constructs of elicitation behavior and user satisfaction in terms of the relevance, utility, and satisfaction of search results, search interaction processes, and overall search activities. Descriptive statistical analysis is applied to compare the user satisfaction ratings with respect to the concepts of inquiring minds and elicitation styles. The results suggest that the stereotyped elicitation style received the lowest user satisfaction ratings compared with functionally and situationally oriented styles. It is suggested that the intermediaries take into account the characteristics of search questions and, accordingly, adapt their professional mindsets to search interview situations; that is, using an inquiring mind in the query formulation process as default mode with functional and situational styles of elicitations would be helpful for enhancing the user's satisfaction ratings. Future research is suggested to better understand and to improve professional talk in information services.

Original languageEnglish
Pages (from-to)2396-2403
Number of pages8
JournalJournal of the American Society for Information Science and Technology
Volume62
Issue number12
DOIs
Publication statusPublished - 2011 Dec 1

Fingerprint

Information services
Statistical methods
rating
information service
statistical analysis
User satisfaction
Intermediaries
interaction
interview
Rating

ASJC Scopus subject areas

  • Software
  • Information Systems
  • Human-Computer Interaction
  • Computer Networks and Communications
  • Artificial Intelligence

Cite this

On intermediaries' inquiring minds, elicitation styles, and user satisfaction. / Wu, Mei Mei; Liu, Ying Hsang.

In: Journal of the American Society for Information Science and Technology, Vol. 62, No. 12, 01.12.2011, p. 2396-2403.

Research output: Contribution to journalArticle

@article{c71b683d9dcc4ef688481bf993804073,
title = "On intermediaries' inquiring minds, elicitation styles, and user satisfaction",
abstract = "Building upon previous research on the concepts of inquiring minds and elicitation styles (Wu, 2005; Wu & Liu, 2003), this study aims to identify the relationships between the theoretical constructs of elicitation behavior and user satisfaction in terms of the relevance, utility, and satisfaction of search results, search interaction processes, and overall search activities. Descriptive statistical analysis is applied to compare the user satisfaction ratings with respect to the concepts of inquiring minds and elicitation styles. The results suggest that the stereotyped elicitation style received the lowest user satisfaction ratings compared with functionally and situationally oriented styles. It is suggested that the intermediaries take into account the characteristics of search questions and, accordingly, adapt their professional mindsets to search interview situations; that is, using an inquiring mind in the query formulation process as default mode with functional and situational styles of elicitations would be helpful for enhancing the user's satisfaction ratings. Future research is suggested to better understand and to improve professional talk in information services.",
author = "Wu, {Mei Mei} and Liu, {Ying Hsang}",
year = "2011",
month = "12",
day = "1",
doi = "10.1002/asi.21644",
language = "English",
volume = "62",
pages = "2396--2403",
journal = "Journal of the Association for Information Science and Technology",
issn = "2330-1635",
publisher = "John Wiley and Sons Ltd",
number = "12",

}

TY - JOUR

T1 - On intermediaries' inquiring minds, elicitation styles, and user satisfaction

AU - Wu, Mei Mei

AU - Liu, Ying Hsang

PY - 2011/12/1

Y1 - 2011/12/1

N2 - Building upon previous research on the concepts of inquiring minds and elicitation styles (Wu, 2005; Wu & Liu, 2003), this study aims to identify the relationships between the theoretical constructs of elicitation behavior and user satisfaction in terms of the relevance, utility, and satisfaction of search results, search interaction processes, and overall search activities. Descriptive statistical analysis is applied to compare the user satisfaction ratings with respect to the concepts of inquiring minds and elicitation styles. The results suggest that the stereotyped elicitation style received the lowest user satisfaction ratings compared with functionally and situationally oriented styles. It is suggested that the intermediaries take into account the characteristics of search questions and, accordingly, adapt their professional mindsets to search interview situations; that is, using an inquiring mind in the query formulation process as default mode with functional and situational styles of elicitations would be helpful for enhancing the user's satisfaction ratings. Future research is suggested to better understand and to improve professional talk in information services.

AB - Building upon previous research on the concepts of inquiring minds and elicitation styles (Wu, 2005; Wu & Liu, 2003), this study aims to identify the relationships between the theoretical constructs of elicitation behavior and user satisfaction in terms of the relevance, utility, and satisfaction of search results, search interaction processes, and overall search activities. Descriptive statistical analysis is applied to compare the user satisfaction ratings with respect to the concepts of inquiring minds and elicitation styles. The results suggest that the stereotyped elicitation style received the lowest user satisfaction ratings compared with functionally and situationally oriented styles. It is suggested that the intermediaries take into account the characteristics of search questions and, accordingly, adapt their professional mindsets to search interview situations; that is, using an inquiring mind in the query formulation process as default mode with functional and situational styles of elicitations would be helpful for enhancing the user's satisfaction ratings. Future research is suggested to better understand and to improve professional talk in information services.

UR - http://www.scopus.com/inward/record.url?scp=80755139643&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=80755139643&partnerID=8YFLogxK

U2 - 10.1002/asi.21644

DO - 10.1002/asi.21644

M3 - Article

AN - SCOPUS:80755139643

VL - 62

SP - 2396

EP - 2403

JO - Journal of the Association for Information Science and Technology

JF - Journal of the Association for Information Science and Technology

SN - 2330-1635

IS - 12

ER -