e-space
Manchester Metropolitan University's Research Repository

Customer compatibility management, or revisiting the silence rule

Rowley, Jennifer (1995) Customer compatibility management, or revisiting the silence rule. Library Review, 44 (4). pp. 7-12. ISSN 1758-793X

Full text not available from this repository.

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.

Impact and Reach

Statistics

Downloads
Activity Overview
0Downloads
201Hits

Additional statistics for this dataset are available via IRStats2.

Altmetric

Actions (login required)

Edit Item Edit Item