Department of Information and Library Science, Tamkang University Retired Faculty

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Title從顧客關係管理探討公共圖書館高齡顧客服務

Year102

Semester2

Publish Date2014/06/15

Journal Name從顧客關係管理探討公共圖書館高齡顧客服務

Journal Name OtherExploring Elderly Customer Services of Public Libraries: the Customer Relationship Management Perspective

All Author王美玉

Unit淡江大學資訊與圖書館學系暨研究所

Publisher

Volume臺北市立圖書館館訊 31(4)，頁1-13

Summary我國已步入高齡化社會，65 歲以上的人口仍在逐年增加，公共圖書館如果忽視高齡顧客群，服務對象就會不斷流失。為此本文從顧客關係管理的角度，探討公共圖書館如何增加高齡顧客的滿意度與顧客價值，以留住高齡顧客並吸引新的高齡顧客。;Taiwan has entered the aging society. The population aged over 65 is still increasing every year. If public libraries keep ignoring elderly customer base, their clients will continue to drain. This paper discusses, from the perspective of customer relationship management, how public libraries can increase customer value and satisfaction of elderly customers, retain existing elderly customers and attract new elderly customers.

Keyword針對高齡者之圖書館暨資訊服務綱領; 資訊行為; 顧客維繫; Guidelines for Library and Information Services to Older Adult; information behavior; customer retention

Use LangChinese

ISSN1011-2081

Journalnature國內

Included in

UniversityCooperation

CorrespondingAuthor王美玉

Reviewsystem是

Country中華民國

Open Call for Papers

PublicationStyle電子版;紙本

Contact Information

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