이용자 대체용어로서 고객 개념에 대한 고찰

키워드

참고문헌 (34)

1. 강명수, "마케팅에서 커뮤니티 개념의 도입과 활용에 관한 연구", 경영교육연구, 7(2), pp.7~36 (2004), 한국경영학회
2. 김성희, "의학도서관의 총체적 질 관리(TQM) 요인분석", 한국도서관·정보학회지, 36(2), pp.307~325 (2005), 한국도서관ㆍ정보학회
3. 백항기, "대학도서관서비스에 대한 고객만족도 분석", 한국비블리아, 12(1), pp.43~64 (2001)
4. 이용재, "전문도서관 마케팅 경영전략", 한국도서관·정보학회지, 38(3), pp.335~351 (2007), 한국도서관ㆍ정보학회
5. 이종권, "공공도서관의 서비스 질 평가에 관한 실증적 연구-서비스 질 요인이 고객만족 및 고객행태에 미치는 영향-", 한국문헌정보학회지, 36(2), pp.89~117 (2002), 한국문헌정보학회
6. 한계문, "도서관의 인터넷 마케팅을 위한 시장세분화 전략", 한국도서관정보학회지, 34(1), pp.111~129 (2003)
7. 황 재 영, "국가과학기술전자도서관 고객만족지수 측정에 관한 연구", 한국도서관·정보학회지, 37(4), pp.247~270 (2006), 한국도서관ㆍ정보학회
8. Auld, Hampton, "Perspectives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?", Public Libraries, 43(2), pp.81~87 (2004)
9. Bendapudi, Neeli, "Psychological implications of customer participation in co-production", Journal of Marketing, 67, pp.14~28 (2003)
10. Bolton, Ruth N., "Invited com- mentaries on evolving to a new do- minant logic for marketing", Journal of Marketing, 68, pp.18~27 (2004)
11. Bowen, David E., "Internal service Recovery: developing a new construct", International Journal of Service Industry Management, 10(2), pp.118~131 (1999)
12. Budd, John M., "A critic of customer and commodity", College & Research Libraries, 58(4), pp.310~321 (1997)
13. Buschman,John, "The customer model and diminishing the public sphere. A part of Auld, Hampton Ed. Perspec- tives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?", Public Libraries, 43(2), pp.85~ (2004)
14. Chervonnaya,Oxana, "Customer role and skill trajectories in services", Inter- national Journal of Service Industry Management, 14(3), pp.347~363 (2003)
15. Edwords, Eli, "The difference between lightning bugs and lightning. A part of Auld, Hampton Ed. Perspectives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?", Public Libraries, 43(2), pp.85~86 (2004)
16. Graf, Albert, "Changing roles of cus- tomers: consequences for HRM", Inter- national Journal of Service Industry Management, 18(5), pp.491~509 (2007)
17. Horowitz, Deborah, "Who’s using the library? A part of Auld, Hampton Ed. Perspectives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?", Public Libraries, 43(2), pp.82~83 (2004)
18. Kaulio, M. A., "Customer, consumer and user involvement in product develop- ment: A framework and a review of selected methods", Total Quality Mana- gement, 9(1), pp.141~149 (1998)
19. Lagrosen, Stefan, "Customer involvement in new product development", Euro- pean Journal of Innovation Manage- ment, 8(4), pp.424~436 (2005)
20. Lundkvist, Anders, "Customer involvement in new service development: a conversational approach", Managing Service Quality, 14(2), pp.249~257 (2004)
21. Matting, Jonas, "New service develop- ment: Learning from and with cus- tomers", International Journal of Ser- vice Industry Management, 15(5), pp.479~498 (2004)
22. Pinder, Chris, "Customers and academic library services: An overview in : Providing Customer-Oriented Services in Academic Libraries", pp.1~24 (1996), Library Association Publishing
23. Prahalad, C. K., "The cocreation of value.” A part of Ruth N. Bolton. Ed. 2004. “Invited commentaries on evolving to a new dominant logic for mar- keting", Journal of Marketing, 68, pp.23~ (2004)
24. Price, Robbin, "As long as we don’t call them warthogs. A part of Auld, Hampton Ed. Perspectives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?", Public Libraries, 43(2), pp.84~85 (2004)
25. Raphael, Laura B., "Five reasons why public libraries should have “customers” (not patron). A part of Auld, Hampton Ed. Perspectives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?", Public Libraries, 43(2), pp.81~82 (2004)
26. Rowley, Jennifer, "Information Marketing" (2006), Ashgate Publi- shing Limited
27. Rowley, Jennifer, "From users to cus- tomers?", OCLC Systems & Services, 16(4), pp.157~167 (2000)
28. Rowley, Jennifer, "Focusing on cus- tomers", Library Review, 46(2), pp.81~89 (1997)
29. Trosow, Samuel E., "Terminology is important. A part of Auld, Hampton Ed. Perspectives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?", Public Libraries, 43(2), pp.86~87 (2004)
30. Trott, Barry, "The power of words. A part of Auld, Hampton Ed. Perspec- tives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?", Public Libraries, 43(2), pp.83~84 (2004)
31. Urban, Glen L., "Customer advocacy: A new era in marketing?", Journal of Public Policy & Marketing, 24(1), pp.155~159 (2005)
32. Varey, Richard J., "Internal marketing: a review and some interdisciplinary research challenges", International Journal of Service Industry Manage- ment, 6(1), pp.40~63 (1995)
33. Wagner, Brent, "Backtalk: Patron or customer(and why)?", Library Journal, 132(12), pp.50~ (2007)
34. Wang,Hong, "From user to customer: TQM in academic libraries?", Library Management, 27(9), pp.606~620 (2006)

관련 논문AI추천