Development of a Service Framework for Library Users from Customer Relationship Management Perspective
نویسنده
چکیده
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 loans and document delivery, and browsing through relevant collections of resources. At present, many library service features have changed due to the recent developments in digital and networked environment technologies. The ubiquity of the Internet has been used extensively in many libraries, generating a profound effect on library users.
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