... in enhancing CRM applications in libraries and making their users satisfied and loyal. This study makes a significant contribution to the body of literature and knowledge on library CRM. Customer relationship management University libraries Library services Customer satisfaction Head librarians...

.... Customer care is basically about meeting the expectations of users. As pointed out by Bakti and Sik (2013) , service quality has a direct effect on customer satisfaction, which then can directly influence library customer loyalty. Quality service is one which satisfies the users’ expectation resulting...

... process means an incremental work process that promotes the importance of customer satisfaction, collaboration, communication, teamwork, good quality and planned follow-up practices. The paper aims to discuss these issues. Design/methodology/approach – This paper first presents an overview of agile...

...I Gede Mahatma Yuda Bakti; Sik Sumaedi Purpose The purpose of this research is to investigate the relationship between library customer loyalty and other latent constructs, namely service quality and customer satisfaction in a university library service in Indonesia. More specifically...

... users User studies New Zealand Customer satisfaction At the 2009 New Zealand Library and Information Association conference there was a presentation about research carried out on user surveys in Medical Libraries. The research was a systematic review of reports of survey results...

... carried out about the customer, in particular focusing on customer satisfaction. Archival institutions provide information and records services. As service organizations, the customers of archival institutions can be defined as those who make use of the archival institutions for the purpose of research...

...@slis.tsukuba.ac.jp © Emerald Group Publishing Limited 2011 Japan Public libraries User studies Customer surveys Customer satisfaction Many libraries these days have implemented performance measurements of some sort. Various standards and guidelines for assessment are provided through...

... Library users Customer satisfaction Individual behaviour Information services Users, through their use and non‐use of libraries ultimately determine the fate of libraries. Without a high level of use, libraries will not be able to achieve their fundamental roles as leading cultural, social...

... contexts as well. Practical implications The practical implication for libraries is that it pays to be market‐oriented, the ultimate result being higher customer satisfaction. Originality/value The contribution of the paper lies in the framework showing linkages between the critical components...

... of the identified values, giving a gap analysis on importance and performance. Susan McKnight can be contacted at: sue.mcknight@ntu.ac.uk © Emerald Group Publishing Limited 2008 Libraries Customers Customer satisfaction Cross‐cultural studies The effective and efficient management...

... important aspects of service quality in their customers' ideas, the efforts for providing customer satisfaction has failed to a great extent. Practical implications This paper will be helpful to libraries planning to implement a quality management system to improve their quality service and increase...

... an important library function by many of the respondents. Originality/value The paper presents recommendations aimed at improving services delivery. Information services Library users Service delivery Customer satisfaction User studies Nigeria © Emerald Group Publishing Limited 2007...

... implications and applications for libraries. Hong Miao can be contacted at: hongm@marywood.edu © Emerald Group Publishing Limited 2007 Customer service management Customer satisfaction Mission statements Service systems Lifelong learning “A service strategy is simply a statement...

... the databases to which the library has access. In such cases, it may be possible to refer the enquirer to the right contact within the organization. Rather than competition for the library, it is a complementary source of information within the organization. © MCB UP Limited 1994 Customer...

...", Australian Academic and Research Libraries, Vol. 22 No. 1, 1991, pp. 25-40. Nick Smith is Head of Information Services in the Library and Information Services at Aston University, Birmingham, UK. 21 Customer satisfaction Information services Libraries Management Quality Universities ...