The principles of marketing and relationship management

Portal

Volumn 1, Issue 3, 2001, Pages 339-350

  Soules, Aline ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 2142781083     PISSN: 15312542     EISSN: None     Source Type: Journal    
DOI: 10.1353/pla.2001.0051     Document Type: Article

References (17)

1. Irene Braden Hoadley, "Customer service? Not really. (library users are not customers)," College & Research Libraries News (March, 1995): 175-176.
2. The original version of this mission ("connecting content and customers") was developed for the Kresge Business Administration Library by its staff in the mid-1990's.
3. David P. Fisher, "Is the librarian a distinct personality type? (endeavour to analyse the findings of psychological research conducted over the last 30 years)," Journal of Librarianship (January, 1988): 36-47.
4. Marilyn McDermott, in an e-mail dated March 17, 2000 discussing her presentation at the annual meeting of the Ontario Library Association, October, 1999.
5. Daniel Coleman, presentation at the University of Michigan Business School, Feb. 16, 2000 which was written up in the Monroe Street Journal (March 6, 2000): 6. Also see his Emotional Intelligence (New York: Bantam Books, 1995).
6. Russell Epker. Remarks on behalf of the Corporate Advisory Board at the combined boards meeting of April 7, 2000 at the University of Michigan Business School. Epker is the General Partner of Berkshire Partners, LLC.
7. Robert Knowling. Remarks on behalf of the Visiting Board at the combined boards meeting of April 7, 2000 at the University of Michigan Business School. Knowling is the CEO of Covad Communications.
8. Our indicators were designed to reflect resources, access and services, and included: circulation use of the print collection; electronic use through the number of hits on various databases; the number of reference/information transactions through desk, telephone, email, appointment, etc.; faculty document retrieval use; and a customer survey. A couple of items we used to develop our indicators include: Paul B. Kantor, Objective Performance Measures for Academic and Research Libraries. (Washington, D.C.: Association of Research Libraries, 1984);
9. Van House, Nancy. Measuring Academic Library Performance: A Practical Approach. (Chicago: American Library Association, 1990)
10. Frank Goudy, "Academic Libraries and the Six Percent Solution: A Twenty-Year Financial Overview," Journal of Academic Librarianship (No. 4, 1993): 212-215. Note: ALA College Standards call for 6% of the college budget to be assigned to libraries; St. Clair, Gloriana. Data from Pennsylvania State University's Benchmarking plan as shared by the author in a fax of Jan. 10, 1994.
11. Recommended by John King, Dean of the School of Information, at a Libraries Advisory Committee meeting, University of Michigan, March 20, 2000.
12. Neil Goldman. "All for One Survival Marketing," Credit Union Management (November, 1999): 46. Mr. Goldman is President of Member Research, a Calabasas, California firm that provides employee and member perception research surveys to the credit tmion industry. Ibid.: 45-46.
13. Neil Goldman. "All for One Survival Marketing," Credit Union Management (November, 1999): 46. Mr. Goldman is President of Member Research, a Calabasas, California firm that provides employee and member perception research surveys to the credit tmion industry. Ibid.: 45-46.
14. Larry X. Besant and Deborah Sharp, "Libraries Need Relationship Marketing," Inforniation Outlook (March, 2000): 17-22.
15. Adrian Payne et al, Relationship Marketing for Competitive Advantage: Winning and Keeping Customers (Oxford: Butterworth-Heinemann, 1995).
16. Evert Gummesson, "Making Relationship Marketing Operational," International Journal of Service Industry Management (No. 5, 1994): 5-20.
17. Herbert S. White, "Marketing as a Tool for Destabilization," Library Journal (February 15, 1997): 16-17.