Customer involvement with services in public libraries

Pao‐Long Chang (College of Management, National Chiao Tung University, Taiwan, ROC)
Pao‐Nuan Hsieh (National Chiao Tung University, and Department of Library Science, National Taiwan University, Taiwan, ROC)

Library Review

ISSN: 0024-2535

Publication date: 1 December 1996


Explains that public libraries with well‐established library systems have flourished in Taiwan during the past four decades owing to economic prosperity. Points out that despite this, less than one‐tenth of the population in the community served by these libraries have registered as library users. Suggests that this relatively low level of use by customers may be due to a lack of awareness of the services that the public library has to offer. Proposes an effective approach to designing marketing strategies to incorporate marketing channels, corresponding communications messages and service quality dimensions, in order to promote the use of library services, and thus change the use pattern of current customers. Uses involvement segmentation and a hierarchy‐of‐effects paradigm.



Chang, P. and Hsieh, P. (1996), "Customer involvement with services in public libraries", Library Review, Vol. 45 No. 8, pp. 17-24.

Download as .RIS




Copyright © 1996, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.