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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

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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.

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