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dc.contributor.author Judith en_US
dc.date.accessioned 2008-12-18T10:01:42Z
dc.date.available 2008-12-18T10:01:42Z
dc.date.issued 2002 en_US
dc.identifier http://dx.doi.org/10.1108/01435120210439861 en_US
dc.identifier.citation Broady-Preston , J 2002 , ' Employees, customers and internal marketing strategies in LIS ' Library Management , vol 23 , no. 8-9 , pp. 384-393 . , 10.1108/01435120210439861 en_US
dc.identifier.other PURE: 97332 en_US
dc.identifier.other dspace: 2160/1774 en_US
dc.identifier.uri http://hdl.handle.net/2160/1774
dc.description.abstract Reviews the concept of internal marketing, discussing the view that employees need to feel engaged with the organization before they can provide excellent service to customers. States that internal marketing should encompass human resource management policies, particularly those that aim to attract, select, train, evaluate and reward employees. Reports a survey of six London public library authorities, which looked at their human resource management policies and assessed how these contributed to employee satisfaction and customer service. Examines how the public library authorities handle recruitment, training and development, and employee motivation, analysing how this influences employee attitudes towards the organization and towards customers. Reviews the ways in which the libraries are oriented towards customer service, setting out how the libraries measure customer satisfaction and how they seek to improve service quality. Also discusses how the public library services market their services externally. en_US
dc.format.extent 10 en_US
dc.relation.ispartof Library Management en_US
dc.subject Employees en_US
dc.subject Internal marketing en_US
dc.subject Library users en_US
dc.subject Public libraries en_US
dc.title Employees, customers and internal marketing strategies in LIS en_US
dc.contributor.pbl Aberystwyth University en_US
dc.contributor.pbl Management and Knowledge Management (for Library and Information Services) en_US


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