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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
    Other Titles: Exploring Elderly Customer Services of Public Libraries: the Customer Relationship Management Perspective
    Authors: 王美玉
    Contributors: 淡江大學資訊與圖書館學系暨研究所
    Keywords: 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
    Date: 2014-06-15
    Issue Date: 2014-07-02 16:14:43 (UTC+8)
    Publisher: 臺北市:臺北市立圖書館
    Abstract: 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.
    Relation: 臺北市立圖書館館訊 31(4),頁1-13
    Appears in Collections:[資訊與圖書館學系暨研究所] 期刊論文

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