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


Libraries are service organizations that store data and function as main information resource centers for various users (Hernon and Altman, 1998; Hernon and Calvert, 2005; Huang, 2007; Raza and Nath, 2007). Traditionally, users go to the library for services, such as borrowing/returning books, accessing the reference directory, availing of interlibrary… (More)

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