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Vol.26 No.3
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A Study on Subject Reference in Academic Libraries From a Perspective of Customer Relationship Management

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2009, v.26 no.3, pp.89-110
https://doi.org/10.3743/KOSIM.2009.26.3.089


& (2009). A Study on Subject Reference in Academic Libraries From a Perspective of Customer Relationship Management. Journal of the Korean Society for Information Management, 26(3), 89-110, https://doi.org/10.3743/KOSIM.2009.26.3.089
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Abstract

In this research, we attempt to discuss about the subject reference service from a marketing point of view, especially from a perspective of customer relationship management(CRM), and examine how this service actually functions to build the relationships with users of academic libraries, especially with faculty members. To carry out the research, a focus group interview was conducted with subject specialists, and also individual in-depth interviews with faculty members. In addition, we also discuss about characteristics of subject specialists which affect the relationship with the faculty members in a college environment. This study is meaningful as it discussed purposes of and characteristics in subject reference service from user' viewpoint and the perspective of CRM.

keywords
도서관 마케팅, 주제전문서비스, 주제전문사서, 고객관계관리(CRM), 고객옹호, library marketing, subject reference, subject specialist, customer relationship management, advocacy, library marketing, subject reference, subject specialist, customer relationship management, advocacy

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