Internal marketing strategies in LIS: a strategic management perspective

Judy Broady-Preston; Lucy Steel

doi:10.1108/01435120210432264

Internal marketing strategies in LIS: a strategic management perspective

Judy Broady-Preston, Lucy Steel

Department of Information Studies

Research output: Contribution to journal › Article › peer-review

21 Citations (Scopus)

Abstract

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 language	English
Pages (from-to)	294-301
Number of pages	7
Journal	Library Management
DOIs	https://doi.org/10.1108/01435120210432264
Publication status	Published - 30 Jun 2002

Keywords

Internal marketing, Management, Public libraries

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abstract = "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.",

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Internal marketing strategies in LIS: a strategic management perspective

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