A Theoretical Study on the Concept of ‘Customer’ as a Replaced Term with User

최근 문헌정보학 분야에서 고객이라는 용어가 자주 쓰이기 시작하였으나, 기존의 용어인 이용자와 그 의미가 뚜렷이 구분되지 않고 있으며, 또한 도서관 현장에서는 고객이라는 용어에 대한 거부감도 나타나고 있다. 이에 따라 본 고에서는 고객이라는 용어의 의미를 관련 용어와 비교하여 고찰하고, 이러한 개념이 도서관 및 정보센터의 경영에 어떠한 의의를 가지는지를 논의하였다. 도서관은 고객 개념을 도입함으로써 경영에 마케팅관점을 적용하고 있으며, 이러한 활동은 도서관 경영 전반에 걸친 변화를 요구하고 있다.

keywords: Customer, Marketing, External Customer, Internal Customer, Library Management, 고객, 마케팅, 외부고객, 내부고객, 도서관 경영

Abstract

Although use of the term ‘customer’ has been and is being increased in the area of Library and Information Science, its concept is not clearly differentiated from the replaced term ‘user’. Moreover, there has been a tendency that librarians would have objection against using the term customer. Based on this situation, the concept of customer is examined by comparing with related terms, and its impact on library management is discussed. Libraries have adapted marketing viewpoint by applying the concept of customer to themselves, and it requires total change in the library management.

keywords: Customer, Marketing, External Customer, Internal Customer, Library Management, 고객, 마케팅, 외부고객, 내부고객, 도서관 경영

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논문 상세

Vol.42 No.2

이용자 대체용어로서 고객 개념에 대한 고찰

A Theoretical Study on the Concept of ‘Customer’ as a Replaced Term with User

초록

Abstract

참고문헌

한국문헌정보학회지