A conceptual framework of library reader service from customer relationship management perspective

THUIR > College of Engineering > Department of Industrial Engineering and Enterprise Information > Conference Papers > Item 310901/23204

Please use this identifier to cite or link to this item: http://140.128.103.80:8080/handle/310901/23204

Title:	A conceptual framework of library reader service from customer relationship management perspective
Authors:	Chiou, W.-C.a, Perng, C.b, Wang, S.-L.bc , Tsai, J.-T.b
Contributors:	Department of Industrial Engineering and Enterprise Information, Tunghai University
Date:	2008
Issue Date:	2013-06-11T09:03:36Z (UTC)
Publisher:	Hainan; China
Abstract:	University libraries are currently facing their greatest challenge. For more than a decade, university libraries have been under the pressure to change its way of operation and management due to the tight of budget and the appearance of online resources. These situations cause the libraries to value their development of resources and the application of business marketing to better service. How to retain and grow users through enhancement of service becomes the great concern by library managers. Internet Customer Relationship Management (CRM) is not a tactical or functional approach but a key strategic process. A comprehensive CRM will highlight the preference and learning needs of readers individually for cost saving and enhance the retention and loyalty. We aim to propose an integrated conceptual framework implying with business marketing plan and CRM perspective through literature finding. ? 2008 IEEE.
Relation:	Proceedings of the 2008 2nd International Conference on Future Generation Communication and Networking, FGCN 2008 Volume 1, 2008, Article number4813489, Pages 41-46
Appears in Collections:	[Department of Industrial Engineering and Enterprise Information] Conference Papers

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