{"id":"https://openalex.org/W2010594169","doi":"https://doi.org/10.1002/nvsm.18","title":"Creating customer value in the not-for-profit sector: a case study of the British Library","display_name":"Creating customer value in the not-for-profit sector: a case study of the British Library","publication_year":2005,"publication_date":"2005-01-01","ids":{"openalex":"https://openalex.org/W2010594169","doi":"https://doi.org/10.1002/nvsm.18","mag":"2010594169"},"language":"en","primary_location":{"id":"doi:10.1002/nvsm.18","doi":"https://doi.org/10.1002/nvsm.18","is_oa":false,"landing_page_url":"https://doi.org/10.1002/nvsm.18","pdf_url":null,"source":{"id":"https://openalex.org/S60559904","display_name":"International Journal of Nonprofit and Voluntary Sector Marketing","issn_l":"1465-4520","issn":["1465-4520","1479-103X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","fnege-4","poland-20","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Nonprofit and Voluntary Sector Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003765022","display_name":"Gary Warnaby","orcid":"https://orcid.org/0000-0002-6696-6671","observed_orcids":["https://orcid.org/0000-0002-6696-6671"]},"institutions":[{"id":"https://openalex.org/I54459138","display_name":"University of Salford","ror":"https://ror.org/01tmqtf75","country_code":"GB","type":"education","lineage":["https://openalex.org/I54459138"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Gary Warnaby","raw_affiliation_strings":["Senior Lecturer, School of Management, University of Salford, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Senior Lecturer, School of Management, University of Salford, UK","institution_ids":["https://openalex.org/I54459138"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5063855810","display_name":"J. R. Finney","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I2800016483","display_name":"British Library","ror":"https://ror.org/05dhe8b71","country_code":"GB","type":"archive","lineage":["https://openalex.org/I2800016483"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Jill Finney","raw_affiliation_strings":["Director of Strategic Marketing and Communications, The British Library, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Director of Strategic Marketing and Communications, The British Library, UK","institution_ids":["https://openalex.org/I2800016483"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5003765022"],"corresponding_institution_ids":["https://openalex.org/I54459138"],"apc_list":{"value":2500,"currency":"USD","value_usd":2500},"apc_paid":null,"fwci":4.6684,"has_fulltext":false,"cited_by_count":32,"citation_normalized_percentile":{"value":0.94119227,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"10","issue":"3","first_page":"183","last_page":"195"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.23029999434947968,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.23029999434947968,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.16779999434947968,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":0.1664000004529953,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-value","display_name":"customer value","score":0.9789999723434448},{"id":"https://openalex.org/keywords/nonprofit-organizations","display_name":"nonprofit organizations","score":0.8429999947547913},{"id":"https://openalex.org/keywords/public-sector-marketing","display_name":"public sector marketing","score":0.7699999809265137},{"id":"https://openalex.org/keywords/market-orientation","display_name":"market orientation","score":0.9639999866485596},{"id":"https://openalex.org/keywords/british-library","display_name":"British Library","score":0.8700000047683716},{"id":"https://openalex.org/keywords/value-proposition","display_name":"value proposition","score":0.9869999885559082},{"id":"https://openalex.org/keywords/target-market","display_name":"target market","score":0.8119999766349792},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.9160000085830688},{"id":"https://openalex.org/keywords/library-services","display_name":"library services","score":0.4480000138282776}],"concepts":[{"id":"https://openalex.org/C68991459","wikidata":"https://www.wikidata.org/wiki/Q11700776","display_name":"Value proposition","level":2,"score":0.6651442050933838},{"id":"https://openalex.org/C2985066332","wikidata":"https://www.wikidata.org/wiki/Q556441","display_name":"Customer value","level":3,"score":0.6545001864433289},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6013903617858887},{"id":"https://openalex.org/C171268870","wikidata":"https://www.wikidata.org/wiki/Q1486676","display_name":"GRASP","level":2,"score":0.5668696165084839},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5431955456733704},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5254934430122375},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.5240697860717773},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.4934491217136383},{"id":"https://openalex.org/C2779696404","wikidata":"https://www.wikidata.org/wiki/Q6770823","display_name":"Market orientation","level":2,"score":0.49182891845703125},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4819085896015167},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.474804550409317},{"id":"https://openalex.org/C83009810","wikidata":"https://www.wikidata.org/wiki/Q11204","display_name":"Legislature","level":2,"score":0.464999794960022},{"id":"https://openalex.org/C2985100168","wikidata":"https://www.wikidata.org/wiki/Q2005683","display_name":"Customer needs","level":2,"score":0.4588068723678589},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4560929834842682},{"id":"https://openalex.org/C2777152325","wikidata":"https://www.wikidata.org/wiki/Q108163","display_name":"Proposition","level":2,"score":0.4515560567378998},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.43327903747558594},{"id":"https://openalex.org/C197115733","wikidata":"https://www.wikidata.org/wiki/Q1003136","display_name":"Forcing (mathematics)","level":2,"score":0.424257755279541},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.28099387884140015},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.2427462339401245},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15440115332603455},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.14592328667640686},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1336173117160797},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.06929382681846619},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C127313418","wikidata":"https://www.wikidata.org/wiki/Q1069","display_name":"Geology","level":0,"score":0.0},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C49204034","wikidata":"https://www.wikidata.org/wiki/Q52139","display_name":"Climatology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1002/nvsm.18","doi":"https://doi.org/10.1002/nvsm.18","is_oa":false,"landing_page_url":"https://doi.org/10.1002/nvsm.18","pdf_url":null,"source":{"id":"https://openalex.org/S60559904","display_name":"International Journal of Nonprofit and Voluntary Sector Marketing","issn_l":"1465-4520","issn":["1465-4520","1479-103X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","fnege-4","poland-20","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Nonprofit and Voluntary Sector Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":45,"referenced_works":["https://openalex.org/W144973714","https://openalex.org/W183277604","https://openalex.org/W568065937","https://openalex.org/W596794211","https://openalex.org/W610347896","https://openalex.org/W657071125","https://openalex.org/W1155073892","https://openalex.org/W1506926566","https://openalex.org/W1517701247","https://openalex.org/W1518865129","https://openalex.org/W1523199028","https://openalex.org/W1560219504","https://openalex.org/W1564642694","https://openalex.org/W1607702699","https://openalex.org/W1846251084","https://openalex.org/W1973669447","https://openalex.org/W1986660259","https://openalex.org/W1989505919","https://openalex.org/W2000946666","https://openalex.org/W2001579773","https://openalex.org/W2005269248","https://openalex.org/W2008547629","https://openalex.org/W2009933376","https://openalex.org/W2010812063","https://openalex.org/W2035303902","https://openalex.org/W2038910437","https://openalex.org/W2040794779","https://openalex.org/W2064808927","https://openalex.org/W2064921542","https://openalex.org/W2068370738","https://openalex.org/W2071505436","https://openalex.org/W2073737521","https://openalex.org/W2106976816","https://openalex.org/W2113078039","https://openalex.org/W2122764187","https://openalex.org/W2209763714","https://openalex.org/W2313298451","https://openalex.org/W2738570347","https://openalex.org/W2913278111","https://openalex.org/W3012721487","https://openalex.org/W4238485280","https://openalex.org/W4249441306","https://openalex.org/W4254219547","https://openalex.org/W4255699659","https://openalex.org/W4300430402"],"related_works":["https://openalex.org/W4211063220","https://openalex.org/W2601672928","https://openalex.org/W1982313982","https://openalex.org/W2013448131","https://openalex.org/W2274284204","https://openalex.org/W2086907371","https://openalex.org/W2069212927","https://openalex.org/W1719588898","https://openalex.org/W2400977082","https://openalex.org/W2566003310"],"abstract_inverted_index":{"Public":[0],"sector":[1,71],"organisations":[2,74],"are":[3],"being":[4],"increasingly":[5],"subjected":[6],"to":[7,15,29,77,95,102],"both":[8],"legislative":[9],"and":[10,21,24,64,72,97,107],"competitive":[11,115],"pressures":[12],"forcing":[13],"them":[14],"reconsider":[16],"their":[17],"relationships":[18],"with":[19],"users":[20],"customers":[22],"(Chapman":[23],"Cowdell,":[25],"1998)":[26],"in":[27,93,108],"order":[28,94],"develop":[30],"a":[31,60,66,83,113],"more":[32,69,84],"overt":[33],"marketing":[34,62],"orientation":[35],"(defined":[36],"as":[37,42],"focusing":[38],"on":[39,117],"customer":[40,54],"needs":[41],"the":[43,57,90],"primary":[44],"drivers":[45],"of":[46,53,59],"organisational":[47],"performance":[48],"(Jobber,":[49],"2004)).":[50],"The":[51],"creation":[52],"value":[55,100],"underlies":[56],"development":[58],"meaningful":[61],"orientation,":[63],"is":[65],"nettle":[67],"that":[68],"public":[70],"not-for-profit":[73],"will":[75],"have":[76],"grasp.":[78],"This":[79],"article":[80],"considers":[81],"how":[82],"marketing-oriented":[85],"approach":[86],"was":[87],"adopted":[88],"by":[89],"British":[91],"Library":[92],"clarify":[96],"communicate":[98],"its":[99,103],"proposition":[101],"identified":[104],"target":[105],"markets,":[106],"doing":[109],"so,":[110],"hopefully":[111],"achieving":[112],"sustainable":[114],"advantage":[116],"an":[118],"ongoing":[119],"basis.":[120],"Copyright":[121],"\u00a9":[122],"2005":[123],"John":[124],"Wiley":[125],"&":[126],"Sons,":[127],"Ltd.":[128]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":2}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}
