Building better customer relationships: case studies from Malta and the UK

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dc.contributor.author Broady-Preston, Judith
dc.contributor.author Felice, J.
dc.contributor.author Marshall, S.
dc.date.accessioned 2008-12-18T12:26:37Z
dc.date.available 2008-12-18T12:26:37Z
dc.date.issued 2006
dc.identifier.citation Broady-Preston , J , Felice , J & Marshall , S 2006 , ' Building better customer relationships: case studies from Malta and the UK ' Library Management , vol 27 , no. 6-7 , pp. 430-445 . en
dc.identifier.issn 0143-5124
dc.identifier.other PURE: 97730
dc.identifier.other dspace: 2160/1802
dc.identifier.uri http://hdl.handle.net/2160/1802
dc.description Broady-Preston, Judith, Felice, J., Marshall, S., (2006) 'Building better customer relationships: case studies from Malta and the UK', Library Management 27(6-7) pp.430-445 RAE2008 en
dc.description.abstract Abstract: Purpose - To analyse the results of two surveys conducted at the University of Malta Library, 2003-2004 and Lanchester Library, University of Coventry, 2005-2006. Design/methodology/approach - Relationships between library staff and their customers are explored using a customer relationships management (CRM) framework. Focus groups were used to ascertain customer and staff perceptions of the quality of library service and the existing nature of customer/librarian relationships. Findings - CRM was a useful framework for analysing the perceived worth of university libraries. In the contemporary competitive environment, librarians needed not only to ascertain and meet customer need, but to form active collaborations with their customers if the true market potential of academic libraries is to be realized. Good communication strategies are essential for CRM to be successful. Training for staff and customers in information skills and/or new systems is an essential element of a CRM approach. Research limitations/implications - Further large-scale research is desirable to test the basic premise and the methodology employed in greater depth. Practical implications - Involving customers actively in the design and delivery of library services has positive benefits vis-à-vis the perceived worth and value of the service within the wider institution. Originality/value - Demonstrates the value of adopting a CRM strategy within university libraries. en
dc.format.extent 16 en
dc.language.iso eng
dc.relation.ispartof Library Management en
dc.subject Communications en
dc.subject Customer relations en
dc.subject Malta en
dc.subject United Kingdom en
dc.subject University libraries en
dc.title Building better customer relationships: case studies from Malta and the UK en
dc.type Text en
dc.type.publicationtype Article (Journal) en
dc.identifier.doi http://dx.doi.org/10.1108/01435120610702422
dc.contributor.institution Aberystwyth University en
dc.contributor.institution Management and Knowledge Management (for Library and Information Services) en
dc.description.status Peer reviewed en


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