Internal marketing strategies in LIS: a strategic management perspective

Reviews the literature which discusses the link between service quality and service delivery, and the recognition that employees are a critical factor in determining the success of the service exchange and customer satisfaction. Reports a study of a sample of public librarians in London using semi‐structured questionnaires, unobtrusive observation, and an analysis of mission statements. The results suggest that a planned internal marketing programme may help to improve the success of public library services.