Demand-driven Service Innovation: Discovery and Analysis in Chinese Law Libraries

Abstract

This article introduces readers to a new perspective on meeting library user needs. The author employs Kano theory to examine library user demands in Chinese law libraries and how law libraries in China have tried to meet user needs on three different levels. The Kano model was first introduced by Professor Noriaki Kano of Tokyo Rika University. The model was based on the assumption that customer needs are constantly changing and the question becomes how to meet library users’ evolving demands. The article summarizes demands of Chinese law library patrons on three levels: basic needs, performance, and excitement demands. Currently, most Chinese academic law libraries meet the basic needs of library users, but they need to further enhance user satisfaction and promote the law libraries’ status as a legal information center instead of merely a place to collect and house books.