Employees, customers and internal marketing strategies in LIS,

Judy Broady-Preston, Tegwen Williams

Research output: Contribution to journalArticlepeer-review

30 Citations (SciVal)

Abstract

Reviews the concept of internal marketing, discussing the view that employees need to feel engaged with the organization before they can provide excellent service to customers. States that internal marketing should encompass human resource management policies, particularly those that aim to attract, select, train, evaluate and reward employees. Reports a survey of six London public library authorities, which looked at their human resource management policies and assessed how these contributed to employee satisfaction and customer service. Examines how the public library authorities handle recruitment, training and development, and employee motivation, analysing how this influences employee attitudes towards the organization and towards customers. Reviews the ways in which the libraries are oriented towards customer service, setting out how the libraries measure customer satisfaction and how they seek to improve service quality. Also discusses how the public library services market their services externally.
Original languageEnglish
Pages (from-to)384-393
Number of pages10
JournalLibrary Management
Volume23
Issue number8/9
DOIs
Publication statusPublished - 01 Dec 2002

Keywords

  • Employees
  • Internal marketing
  • Library users
  • Public libraries

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