Customer compatibility management, or revisiting the silence rule
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
:MCB UP Ltd
Copyright © 1995, MCB UP Limited