2017/02/03 by Nehal Fouad, Najah Al-Goblan, Najah Goblan Algoblan · 6 citations
Business, Management and Accounting · Computer Science · Decision Sciences · #Business #Competitive advantage #Computer science #Customer Service Quality and Loyalty #Customer needs #Customer relationship management #Knowledge management #Library management #Marketing #Organizational and Employee Performance #Position (finance) #Process management #Technology Adoption and User Behaviour #World Wide Web
paper · doi:10.1177/0340035216685103
published in IFLA Journal 43(2), 158-170 (SAGE Publishing)
openalex publication_date 2017/02/03 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/26
Today, libraries stand in a difficult position that requires exerting efforts to prove their competitive abilities for attracting and satisfying their customers in a virtual environment that has various sources of information. This requires libraries to pay great attention to promoting customer relationship management with their customers for their knowledge development goal plans and strategies to achieve success amidst the current competitive circumstances. The current study aims at surveying the potential implementation of customer relationship management systems in university libraries. This happens through the introduction of the customer relationship management concept to university libraries, the implementation mechanisms of these systems, and the level of the libraries’ tendency to adopt them. In addition, the current study surveys the obstacles that confront customer relationship management systems usage in university libraries in Saudi Arabia and Egypt.