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

Citation status

* References for papers published after 2023 are currently being built.

[other] 교육인적자원부 / 2007 / 대학도서관 정책 자료집 / 교육인적자원부

[journal] 김기영 / 2008 / A Theoretical Study on the Concept of ‘Customer’ as a Replaced Term with User / 한국문헌정보학회지 / 한국문헌정보학회 42(2) : 235~253

[book] 박성수 / 2008 / 죽은 CRM 다시 살리기 / 타임스퀘어

[book] 박찬욱 / 2005 / 한국적 CRM 실천방향 / 시그마인사이트

[thesis] 백승옥 / 2002 / 대학도서관의 CRM 구축에 관한 연구-C 대학도서관의 대출서비스를 중심으로 / 석사 / 전남대학교 대학원

[book] 사공철 / 1996 / 문헌정보학용어사전 / 한국도서관협회

[web] 서울대학교 중앙도서관 / 서울대학교 중앙도서관 / http://library.snu.ac.kr

[journal] 심원식 / 2007 / On Value-driven Market Orientation Strategies in Academic Libraries / 한국도서관·정보학회지 / 한국도서관·정보학회 38(3) : 321~334

[web] 연세대학교 학술정보원 / 연세대학교 학술정보원 / http://library.yonsei.ac.kr

[journal] 유경종 / 2007 / A Management Improvement Study by the Use Survey of an Academic Library / 정보관리학회지 / 한국정보관리학회 24(3) : 93~117

[journal] 유길호 / 2002 / 고객관계관리(CRM)의 도서관 도입 / 한국문헌정보학회지 / 한국문헌정보학회 36(2) : 25~38

[journal] 유양근 / 2004 / A Study on the Efficent Propulsion Customer Relationship Management System for Library / 한국도서관·정보학회지 / 한국도서관·정보학회 35(3) : 251~270

[book] 윤희윤 / 2004 / 대학도서관 경영론 / 태일사

[book] 이동진 / 2007 / 소비자 관계 마케팅 / 박영사

[book] 이순자 / 1997 / 도서관․정보센터 경영론 / 한국도서관협회

[book] 이용재 / 2002 / 주제화를 통해 본 한국 대학도서관의 현 단계 / 한울아카데미

[book] 이유재 / 2004 / 서비스 마케팅 / 학현사

[book] 최정환 / 2001 / 죽은 CRM 살아 있는 CRM / 한언

[web] 한양대학교 백남학술정보관 / 한양대학교 백남학술정보관 / http://library.hanyang.ac.kr

[web] American Marketing Association / Dictionary / http://www.marketingpower.com

[book] Andreason, A / 1999 / 비영리조직 마케팅 / 영풍문고

[journal] Broady-Preston, J / 2006 / Building better customer relation- ships: Case studies from Malta and the UK / Library Management 27(6) : 430~445

[book] Buttle, F / 1996 / Relationship Marketing: Theory and Practice / Paul Chapman

[journal] Curry, A / 2004 / to contribute to TQM improvement - a cross case comparison / The TQM Magazine 16(5) : 314~324

[book] De Rosa, C / 2005 / Perception of Libraries and Information Resources: A report to the OCLC membership / OCLC

[book] De Saez, E / 2002 / Marketing Concepts for Libraries and Information Services / Facet Publishing

[book] Dibb, S / 1994 / Marketing Concepts and Strategies / Houghton Mifflin

[journal] Fialkoff, F / 2006 / What's so bad about books? / Library Journal 131(1) : 8~

[journal] Hu, R / 2002 / PR for academic libraries: Focus on the faculty / AALL Spectrum 6(5) : 28~32

[journal] Kotler, P / 1969 / Broadening the Concept of Marketing / Journal of Marketing 33 : 10~15

[journal] Nelson, J / 2006 / Marketing and advocacy: Collaboration in principle and practice / Library Quarterly 25(1) : 117~135

[book] Price, D / 1963 / Little Science, Big Science / Columbia University Press

[web] Reitz. J / 2007 / ODLIS: Online Dictionary for Library and Information Science / Libraries Unlimited / http://lu.com/odlis/search.cfm

[journal] Rodwell, J / 2001 / Dinosaur or dynamo? The future for the subject specialist ref- erence librarian / New Library World 102(1) : 48~52

[journal] Rowley, J / 1999 / Customer loyalty-a relevant concept for library? / Library Management 20(6) : 345~351

[journal] Rowley, J / 2000 / From users to customers? / OCLC Systems & Services 16(4) : 157~167

[book] Siess, J / 2005 / 눈에 띄는 도서관 마케팅 / 이채

[journal] Spalding, H / 2006 / The challenges and opportunities of marketing aca- demic libraries in the USA: Experi- ence of US academic libraries with global application / Library Management 27(6) : 494~504

[journal] Stembleman, S / 1999 / Improving library relations with the faculty and university ad- ministrators: The role of the faculty outreach librarian / College & Research Libraries 60(2) : 121~130

[book] Strauss, J / 2001 / E-marketing / Prentice Hall

[journal] Urban, G / 2005 / Customer Advocacy: A new era in marketing? / Journal of Public Policy & Marketing 124(1) : 155~159

KJCKorea
Journal Central

Journal of the Korean Society for Information Management 2023 KCI Impact Factor : 1.31

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

ABSTRACT

KEYWORDS

Citation status

* References for papers published after 2023 are currently being built.

Journal of the Korean Society for Information Management 2023 KCI Impact Factor : 1.31

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

ABSTRACT

KEYWORDS

Statistics

Tools

Issue List

Citation status

KCI Citation Counts (7)

REFERENCES (41) * References for papers published after 2023 are currently being built.

Search PDF

Citation

* References for papers published after 2023 are currently being built.