TY - JOUR
T1 - Internal marketing strategies in LIS
T2 - a strategic management perspective
AU - Broady-Preston, Judy
AU - Steel, Lucy
PY - 2002/6/30
Y1 - 2002/6/30
N2 - Reviews the literature which discusses the link between service quality and service delivery, and the recognition that employees are a critical factor in determining the success of the service exchange and customer satisfaction. Reports a study of a sample of public librarians in London using semi-structured questionnaires, unobtrusive observation, and an analysis of mission statements. The results suggest that a planned internal marketing programme may help to improve the success of public library services.
AB - Reviews the literature which discusses the link between service quality and service delivery, and the recognition that employees are a critical factor in determining the success of the service exchange and customer satisfaction. Reports a study of a sample of public librarians in London using semi-structured questionnaires, unobtrusive observation, and an analysis of mission statements. The results suggest that a planned internal marketing programme may help to improve the success of public library services.
KW - Internal marketing, Management, Public libraries
UR - http://hdl.handle.net/2160/12463
U2 - 10.1108/01435120210432264
DO - 10.1108/01435120210432264
M3 - Article
SN - 0143-5124
SP - 294
EP - 301
JO - Library Management
JF - Library Management
ER -