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Internal marketing strategies in LIS: a strategic management perspective

Judith Broady‐Preston (Judith Broady‐Preston is Lecturer in the Department of Information and Library Studies, University of Wales, Aberystwyth, Wales.)
Lucy Steel (Lucy Steel is a former student in the Department of Information and Library Studies, and now Librarian, PA Consulting, London, UK.)

Library Management

ISSN: 0143-5124

Article publication date: 1 September 2002

4058

Abstract

Reviews the literature which discusses the link between service quality and service delivery, and the recognition that employees are a critical factor in determining the success of the service exchange and customer satisfaction. Reports a study of a sample of public librarians in London using semi‐structured questionnaires, unobtrusive observation, and an analysis of mission statements. The results suggest that a planned internal marketing programme may help to improve the success of public library services.

Keywords

Citation

Broady‐Preston, J. and Steel, L. (2002), "Internal marketing strategies in LIS: a strategic management perspective", Library Management, Vol. 23 No. 6/7, pp. 294-301. https://doi.org/10.1108/01435120210432264

Publisher

:

MCB UP Ltd

Copyright © 2002, MCB UP Limited

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