Development of a Service Framework for Library Users from Customer Relationship Management Perspective

Wang, Shiow-Luan

doi:10.5772/32248

Cited by 2 publications

(4 citation statements)

References 74 publications

(55 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…In addition, the questionnaire statements were taken from the questionnaires that were used effectively in previous studies such as Chowdhury (2002), Torres et al . (2007), Cho and Ha (2011), Wang (2012), Papic and Primorac (2014), Leligdon et al . (2015), Bahader et al .…”

Section: Methods and Proceduresmentioning

confidence: 99%

“…The tool facets and attributes were taken from the strategies, practices and mechanisms of strategic CRM, operational CRM and collaborative CRM. In addition, the questionnaire statements were taken from the questionnaires that were used effectively in previous studies such as Chowdhury (2002), Torres et al (2007), Cho and Ha (2011), Wang (2012) The questionnaire's preliminary draft was updated several times to combine similar questions and statements and to shorten their size on the basis of the expert opinions of the supervisors.…”

Section: Crm-based Library Servicesmentioning

confidence: 99%

“…There is a crucial need for libraries to provide high-quality, mutually beneficial services through CRM mechanisms and strategies to make customers happy and loyal. Without a holistic approach to CRM-based services, libraries cannot hit the target of their mission, and their very existence may be at stake in this competitive environment (Wang, 2012).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Bahader

2023

View full text Add to dashboard Cite

Purpose This study aimed to examine the relationship between customer relationship management (CRM)-based library services and head librarians' personal and academic variables. The status of CRM-based library services in the university libraries of Pakistan was also assessed.Design/methodology/approach A cross-sectional survey research design and quantitative research approach were applied. A structured questionnaire was emailed to the heads librarians of all university libraries recognized by the Higher Education Commission of Pakistan, and the response rate was 74 percent.Findings The analysis showed that a relationship to CRM-based library services was confirmed by the head librarians' age, academic qualification, professional experience, CRM awareness and training. Moreover, several CRM-based library services such as face-to-face interaction, current awareness services, orientation for new users, coordination through e-mail services, special goodwill to regular users, make telephone calls, complaints/suggestions boxes, online services, provision of a conducive learning environment, user education, selective dissemination of information services, users' participation in the collection and service development, ask a librarian services and users' help desk services were currently being practiced by the university libraries.Originality/value This study is a valuable resource for developing user-centered library services and culture. Findings are helpful in enhancing CRM applications in libraries and making their users satisfied and loyal. This study makes a significant contribution to the body of literature and knowledge on library CRM.

show abstract

Section: Methods and Proceduresmentioning

confidence: 99%

Section: Crm-based Library Servicesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Bahader

2023

View full text Add to dashboard Cite

show abstract

“…Users generally seek the utility and linking of new technological tools to the library services rather than providing conventional sources of information. They expect good physical facilities, adequate collections, easy access and proper study space available 24 hours of the day (Wang & Tremblay, 2009;Wang, 2012) with high quality and reliability. In this circumstance, librarians have to rethink the current services they provide, comprehensiveness of the collection, human resource planning etc.…”

Section: Introductionmentioning

confidence: 99%

Examining the relationship between competitive capability and perceived service quality in university libraries

Arachchige

Singh

Weerasooriya

2021

Jnl Univ. Librarians Assoc. Sri Lanka

View full text Add to dashboard Cite

As modern Information Technology has created a way to a variety of information service opportunities, many options other than the conventional library service are available for users. A stiff competition has emerged among information service providers and therefore university library professionals too have to think of their competitive advantage. Service quality has gained a high concern as a strategy for developing the competitive position of an organization and many studies in different fields have established a strong relationship between service quality and competitive advantage. Viewing inversely, some practitioners contemplate that the competitive position of resource capabilities can influence the improvement of service quality. In order to examine the relationship between competitive position and the service quality in a university library context, an exploratory survey was employed utilizing a VRIO based questionnaire and LibQUAL+ based instrument with 89 library professionals selected from 15 state university libraries in Sri Lanka. The study reveals that there is a moderate positive correlation between two variables (r = .286, n= 66, p = .020). As the relationship is moderate, further studies seem essential to support the hypothesis. The large percentage of residuals indicates that there are more factors contributing to the service quality in university libraries. This study

show abstract

Development of a Service Framework for Library Users from Customer Relationship Management Perspective

Cited by 2 publications

References 74 publications

Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Examining the relationship between competitive capability and perceived service quality in university libraries

Contact Info

Product

Resources

About