Document (#17638)

Author

Rowley, J.

Title

Knowing your customers

Source

Aslib proceedings. 49(1997) no.3, S.64-66

Year

1997

Abstract

Examines some of the key concepts concerned with customers and consumer buying behaviour. Explores the concept of customer for library and information services, and notes the roles of users, influencers and deciders. Many library and information services deal with 'internal' customers. In order to offer an effective service to customers, it is important to identify the benefits sought by different groups or segments, and to understand the consumer decision making process which is important in determining 'purchase' bahaviour and the use of the service

Theme

Informationsdienstleistungen

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