Purpose The purpose of this paper is to investigate the possibilities of implementing the customer relationship management (CRM) concept and smart technologies in public libraries in developing countries. The goal was to explore the level of librarians’ awareness about CRM concept and their willingness to accept the CRM concept in libraries. Also, patrons’ satisfaction with the quality of services and relationships in public libraries is explored. Design/methodology/approach The authors obtained data for this research through two online surveys. The first survey measures librarians’ level of awareness about CRM concept and their perception about CRM and smart technologies concept in public libraries in three developing countries: Serbia, Montenegro and Bosnia and Herzegovina. The second survey measures patrons’ satisfaction with services and relationship in public libraries in these three countries. Findings The research results revealed that most surveyed librarians are familiar with the CRM concept. However, libraries in these three developing countries barely use CRM or smart technologies to improve the relationship with stakeholders. Also, most patrons are satisfied with relationships and services. The analysis of data indicates no significant difference in the satisfaction level among patrons between these three developing countries. Research limitations/implications Not all libraries participated in this research. Therefore, the sample is not distributed evenly across different types of libraries or user groups. Future research should include different types of libraries. Practical implications The results can be used by public libraries in developing countries to improve the relationship with stakeholders harnessing CRM concept and smart technologies. Social implications The use of CRM in combination with the smart technologies can help leverage the quality of the relationship between public libraries and stakeholders which in turn would secure their support and loyalty in the future. Originality/value The integration of CRM concept as a component of library business automation process is an idea that has not been discussed widely in the library community and could initiate a positive trend in public libraries in developing countries.
Anesthesiologists are confronted with an increasing population of patients undergoing noncardiac surgery who are at risk for cardiac complications in the perioperative period. Perioperative cardiac complications are responsible for significant mortality and morbidity. The aim of the present study was to determine the incidence of perioperative (operative and postoperative) cardiac complications and correlations between the incidence of perioperative cardiac complications and type of surgical procedure, age, presence of concurrent deseases. A total of 100 patients with cardiac diseases undergoing noncardiac surgery were included in the prospective study (Group A 50 patients undergoing intraperitoneal surgery and Group B 50 patients undergoing breast and thyroid surgery). The patients were followed up during the perioperative period and after surgery until leaving hospital to assess the occurrence of cardiac events. Cardiac complications (systemic arterial hypertension, systemic arterial hypotension, abnormalities of cardiac conduction and cardiac rhythm, perioperative myocardial ischemia and acute myocardial infarction) occurred in 64% of the patients. One of the 100 patients (1%) had postoperative myocardial infarction which was fatal. Systemic arterial hypertension occured in 57% of patients intraoperatively and 33% postoperatively, abnormalities of cardiac rhythm in 31% of patients intraoperatively and 17% postoperatively, perioperative myocardial ischemia in 23% of patients intraoperatively and 11% of postoperatively. The most often cardiac complications were systemic arterial hypertension, abnormalities of cardiac rhythm and perioperative mvocardial ischemia. Factors independently associated with the incidence of cardiac complications included the type of surgical procedure, advanced age, duration of anaesthesia and surgery, abnormal preoperative electrocardiogram, abnormal preoperative chest radiography and diabetes.
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