A Study on Subject Reference in Academic Libraries From a Perspective of Customer Relationship Management (고객관계관리(CRM) 관점에서의 대학도서관 주제전문서비스에 관한 연구)

Da-Hae Kim (김다해); Giyeong Kim (김기영)

doi:10.3743/KOSIM.2009.26.3.089

A Study on Subject Reference in Academic Libraries From a Perspective of Customer Relationship Management

Journal of the Korean Society for Information Management
Abbr : JKOSIM
2009, 26(3), pp.89~110
DOI : 10.3743/KOSIM.2009.26.3.089
Publisher : 한국정보관리학회
Research Area : Interdisciplinary Studies > Library and Information Science
Received : August 5, 2009
Accepted : August 15, 2009
Published : September 30, 2009

Da-Hae Kim ¹, Giyeong Kim ¹

¹연세대학교 문헌정보학과

Accredited

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

library marketing, subject reference, subject specialist, customer relationship management, advocacy

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Journal of the Korean Society for Information Management 2025 KCI Impact Factor : 1.27

A Study on Subject Reference in Academic Libraries From a Perspective of Customer Relationship Management

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* References for papers published after 2025 are currently being built.

Journal of the Korean Society for Information Management 2025 KCI Impact Factor : 1.27

A Study on Subject Reference in Academic Libraries From a Perspective of Customer Relationship Management

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KEYWORDS

Journal Copyright Policy

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