-검정.jpg){kind=logo}
- P-ISSN1225-598X
- E-ISSN2982-6292
이용자 대체용어로서 고객 개념에 대한 고찰
A Theoretical Study on the Concept of ‘Customer’ as a Replaced Term with User
초록
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
참고문헌
강명수, (2004) 마케팅에서 커뮤니티 개념의 도입과 활용에 관한 연구, 경영교육연구
김성희 ; 정은애, (2005) 의학도서관의 총체적 질 관리(TQM) 요인분석, 한국도서관·정보학회지
백항기, (2001) 대학도서관서비스에 대한 고객만족도 분석, 한국비블리아
이용재, (2007) 전문도서관 마케팅 경영전략, 한국도서관·정보학회지
이종권, (2002) 공공도서관의 서비스 질 평가에 관한 실증적 연구-서비스 질 요인이 고객만족 및 고객행태에 미치는 영향-, 한국문헌정보학회지
한계문, (2003) 도서관의 인터넷 마케팅을 위한 시장세분화 전략, 한국도서관정보학회지
이응봉 ; 최호남 ; 황재영, (2006) 국가과학기술전자도서관 고객만족지수 측정에 관한 연구, 한국도서관·정보학회지
Auld, Hampton, (2004) Perspectives: Patrons, customers, users, clients: Who are they and what difference does it make what we call them?, Public Libraries
Bendapudi, Neeli, (2003) Psychological implications of customer participation in co-production, Journal of Marketing
Bolton, Ruth N., (2004) Invited com- mentaries on evolving to a new do- minant logic for marketing, Journal of Marketing
Bowen, David E., (1999) Internal service Recovery: developing a new construct, International Journal of Service Industry Management
Budd, John M., (1997) A critic of customer and commodity, College & Research Libraries
Buschman,John, (2004) 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
Chervonnaya,Oxana, (2003) Customer role and skill trajectories in services, Inter- national Journal of Service Industry Management
Edwords, Eli, (2004) 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
Graf, Albert, (2007) Changing roles of cus- tomers: consequences for HRM, Inter- national Journal of Service Industry Management
Horowitz, Deborah, (2004) 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
Kaulio, M. A., (1998) Customer, consumer and user involvement in product develop- ment: A framework and a review of selected methods, Total Quality Mana- gement
Lagrosen, Stefan, (2005) Customer involvement in new product development, Euro- pean Journal of Innovation Manage- ment
Lundkvist, Anders, (2004) Customer involvement in new service development: a conversational approach, Managing Service Quality
Matting, Jonas, (2004) New service develop- ment: Learning from and with cus- tomers, International Journal of Ser- vice Industry Management
Pinder, Chris, (1996) Customers and academic library services: An overview in : Providing Customer-Oriented Services in Academic Libraries, Library Association Publishing
Prahalad, C. K., (2004) 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
Price, Robbin, (2004) 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
Raphael, Laura B., (2004) 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
Rowley, Jennifer, (2006) Information Marketing, Ashgate Publi- shing Limited
Rowley, Jennifer, (2000) From users to cus- tomers?, OCLC Systems & Services
Rowley, Jennifer, (1997) Focusing on cus- tomers, Library Review
Trosow, Samuel E., (2004) 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
Trott, Barry, (2004) 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
Urban, Glen L., (2005) Customer advocacy: A new era in marketing?, Journal of Public Policy & Marketing
Varey, Richard J., (1995) Internal marketing: a review and some interdisciplinary research challenges, International Journal of Service Industry Manage- ment
Wagner, Brent, (2007) Backtalk: Patron or customer(and why)?, Library Journal
Wang,Hong, (2006) From user to customer: TQM in academic libraries?, Library Management
- 다운로드 수
- 조회수
- 0KCI 피인용수
- 0WOS 피인용수