CUSTOMER RELATIONSHIP MANAGEMENT IN LIBRARIES AND DOCUMENT INFORMATION CENTERS: AN EMPIRICAL RESEARCH IN KONYA SELCUK UNIVERSITY LIBRARY
Küçük Resim Yok
Tarih
2017
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
VARAZDIN DEVELOPMENT & ENTREPRENEURSHIP AGENCY
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
Customer Relationship Managment is a marketing managment principle which helps firms to establish and maintain beneficial relationships with customers. Since libraries are considered as service firms CRM could be an applicable and beneficial marketing approach for such organizations. Benefits can be summarized as identifying the need and improving the efficieny of the service. In order to identify the relationship between CRM and libraries an empirical research at Selcuk University Library was developed. The aim of this research is to identify the meaning of customer relationship and it's link to libraries and document information centers. In the research customers' satisfaction level was evaluated based on three factors which are service factors, employee factors and pyhsical factors. Questionnary was used as research method.
Açıklama
21st International Scientific Conference on Economic and Social Development -- MAY 18-19, 2017 -- Belgrade, SERBIA
Anahtar Kelimeler
Customer Relations, Customer Satisfaction, Library Services
Kaynak
ECONOMIC AND SOCIAL DEVELOPMENT
WoS Q Değeri
N/A
