Show simple item record Broady-Preston, Judy Williams, Tegwen 2008-12-18T10:01:42Z 2008-12-18T10:01:42Z 2002-12-01
dc.identifier.citation Broady-Preston , J & Williams , T 2002 , ' Employees, customers and internal marketing strategies in LIS, ' Library Management , vol 23 , no. 8/9 , pp. 384-393 . , 10.1108/01435120210439861 en
dc.identifier.issn 0143-5124
dc.identifier.other PURE: 97332
dc.identifier.other dspace: 2160/1774
dc.description Broady-Preston, Judith, (2002) 'Employees, customers and internal marketing strategies in LIS', Library Management 23(8-9) pp.384-393 RAE2008 en
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
dc.format.extent 10 en
dc.language.iso eng
dc.relation.ispartof Library Management en
dc.subject Employees en
dc.subject Internal marketing en
dc.subject Library users en
dc.subject Public libraries en
dc.title Employees, customers and internal marketing strategies in LIS, en
dc.type /dk/atira/pure/researchoutput/researchoutputtypes/contributiontojournal/article en
dc.contributor.institution Department of Information Studies en
dc.description.status Peer reviewed en

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