Internal marketing strategies in LIS: a strategic management perspective

Research output: Contribution to journalArticlepeer-review

21 Citations (SciVal)


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.
Original languageEnglish
Pages (from-to)294-301
Number of pages7
JournalLibrary Management
Publication statusPublished - 30 Jun 2002


  • Internal marketing, Management, Public libraries


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