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Customer compatibility management, or revisiting the silence rule

J.E. Rowley (School of Management and Social Sciences, Edge Hill College of Higher Education, UK)

Library Review

ISSN: 0024-2535

Article publication date: 1 June 1995

904

Abstract

Emphasizes the controllability of customer‐to‐customer interaction in the library service environment. Argues that customers′ satisfaction or dissatisfaction with their experience of a library may be significantly influenced by their experience of other customers. Uses some concepts from the services marketing literature and proposes a more focused and comprehensive customer compatibility management programme. Uses the theatrical metaphor to illustrate the roles and functions that need to be adopted in a compatibility management programme.

Keywords

Citation

Rowley, J.E. (1995), "Customer compatibility management, or revisiting the silence rule", Library Review, Vol. 44 No. 4, pp. 7-12. https://doi.org/10.1108/00242539510089714

Publisher

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MCB UP Ltd

Copyright © 1995, MCB UP Limited

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