Customer compatibility management, or revisiting the silence rule Available to Purchase

Emphasizes the controllability of customer‐to‐customer interaction in the library service environment. Argues that customers′ satisfaction or dissatisfaction with their experience of a library may be significantly influenced by their experience of other customers. Uses some concepts from the services marketing literature and proposes a more focused and comprehensive customer compatibility management programme. Uses the theatrical metaphor to illustrate the roles and functions that need to be adopted in a compatibility management programme.