{"id":"https://openalex.org/W2007912559","doi":"https://doi.org/10.1108/00012530610713605","title":"Customers, relationships and libraries: University of Malta \u2013 a case study","display_name":"Customers, relationships and libraries: University of Malta \u2013 a case study","publication_year":2006,"publication_date":"2006-11-01","ids":{"openalex":"https://openalex.org/W2007912559","doi":"https://doi.org/10.1108/00012530610713605","mag":"2007912559"},"language":"en","primary_location":{"id":"doi:10.1108/00012530610713605","is_oa":false,"landing_page_url":"https://doi.org/10.1108/00012530610713605","pdf_url":null,"source":{"id":"https://openalex.org/S4210189668","display_name":"Aslib Proceedings","issn_l":"0001-253X","issn":["0001-253X","1758-3748"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Aslib Proceedings","raw_type":"journal-article"},"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/A5087222484","display_name":"Judith Broady\u2010Preston","orcid":"https://orcid.org/0000-0003-0107-1495"},"institutions":[{"id":"https://openalex.org/I16038530","display_name":"Aberystwyth University","ror":"https://ror.org/015m2p889","country_code":"GB","type":"education","lineage":["https://openalex.org/I16038530"]},{"id":"https://openalex.org/I97429440","display_name":"University of Wales","ror":"https://ror.org/01se4f844","country_code":"GB","type":"education","lineage":["https://openalex.org/I97429440"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Judith Broady\u2010Preston","raw_affiliation_strings":["Department of Information Studies at the University of Wales Aberystwyth, Aberystwyth, UK","(Department of Information Studies at the University of Wales Aberystwyth, Aberystwyth, UK)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Studies at the University of Wales Aberystwyth, Aberystwyth, UK","institution_ids":["https://openalex.org/I16038530","https://openalex.org/I97429440"]},{"raw_affiliation_string":"(Department of Information Studies at the University of Wales Aberystwyth, Aberystwyth, UK)","institution_ids":["https://openalex.org/I16038530"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5084068262","display_name":"Joanna Felice","orcid":null},"institutions":[{"id":"https://openalex.org/I197854408","display_name":"University of Malta","ror":"https://ror.org/03a62bv60","country_code":"MT","type":"education","lineage":["https://openalex.org/I197854408"]}],"countries":["MT"],"is_corresponding":false,"raw_author_name":"Joanna Felice","raw_affiliation_strings":["Reference Department, University of Malta Library, Msida, Malta","(Reference Department, University of Malta Library, Msida, Malta)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Reference Department, University of Malta Library, Msida, Malta","institution_ids":["https://openalex.org/I197854408"]},{"raw_affiliation_string":"(Reference Department, University of Malta Library, Msida, Malta)","institution_ids":["https://openalex.org/I197854408"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.7731,"has_fulltext":false,"cited_by_count":14,"citation_normalized_percentile":{"value":0.87918152,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"58","issue":"6","first_page":"525","last_page":"536"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9991999864578247,"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":0.9991999864578247,"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/T10712","display_name":"Library Science and Information Literacy","score":0.9835000038146973,"subfield":{"id":"https://openalex.org/subfields/3309","display_name":"Library and Information Sciences"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9801999926567078,"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/service","display_name":"Service (business)","score":0.6320080161094666},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.6292659044265747},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5589618682861328},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.5389208793640137},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.5267835259437561},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.49965834617614746},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4758855104446411},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.4665258824825287},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.41914311051368713},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.41881483793258667},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.39805108308792114},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2810395359992981},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.21673369407653809},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.17092126607894897}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6320080161094666},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.6292659044265747},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5589618682861328},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5389208793640137},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5267835259437561},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.49965834617614746},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4758855104446411},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4665258824825287},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.41914311051368713},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.41881483793258667},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.39805108308792114},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2810395359992981},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.21673369407653809},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.17092126607894897},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","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/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"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/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/00012530610713605","is_oa":false,"landing_page_url":"https://doi.org/10.1108/00012530610713605","pdf_url":null,"source":{"id":"https://openalex.org/S4210189668","display_name":"Aslib Proceedings","issn_l":"0001-253X","issn":["0001-253X","1758-3748"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Aslib Proceedings","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":35,"referenced_works":["https://openalex.org/W74681771","https://openalex.org/W220688597","https://openalex.org/W562950468","https://openalex.org/W1511964674","https://openalex.org/W1564642694","https://openalex.org/W1566294408","https://openalex.org/W1568274144","https://openalex.org/W1570963450","https://openalex.org/W1585164362","https://openalex.org/W1956296594","https://openalex.org/W1965424930","https://openalex.org/W1968954703","https://openalex.org/W1976786831","https://openalex.org/W1990172241","https://openalex.org/W1993018231","https://openalex.org/W2002926091","https://openalex.org/W2010338686","https://openalex.org/W2029794145","https://openalex.org/W2032608375","https://openalex.org/W2041765503","https://openalex.org/W2061942806","https://openalex.org/W2064275069","https://openalex.org/W2072806761","https://openalex.org/W2102097552","https://openalex.org/W2119289284","https://openalex.org/W2122764187","https://openalex.org/W2148937976","https://openalex.org/W2256346240","https://openalex.org/W2340404085","https://openalex.org/W2468516171","https://openalex.org/W2611142227","https://openalex.org/W3148761434","https://openalex.org/W4236623047","https://openalex.org/W4285719527","https://openalex.org/W6720911449"],"related_works":["https://openalex.org/W2041415459","https://openalex.org/W2549510740","https://openalex.org/W2154017244","https://openalex.org/W2168158826","https://openalex.org/W1969008554","https://openalex.org/W2328609219","https://openalex.org/W2753893905","https://openalex.org/W2808736867","https://openalex.org/W2034170328","https://openalex.org/W3012822718"],"abstract_inverted_index":{"Purpose":[0],"The":[1],"purpose":[2],"of":[3,11,25,46,84,122,131,173,177,190],"this":[4],"research":[5],"is":[6,152],"to":[7,19,32,36,88,109,127,146,149],"analyse":[8],"the":[9,20,23,37,61,68,77,82,111,128,175,178,187],"results":[10],"a":[12,44,192],"survey":[13,38],"conducted":[14],"in":[15,60,104,107,124,162,171,197],"2003/2004":[16],"with":[17,50,98],"regard":[18],"relationship":[21,112,194],"between":[22,113,135],"University":[24],"Malta":[26],"Library":[27,64],"and":[28,53,57,71,102,116,130,138,165],"its":[29,182],"customers.":[30,140],"Changes":[31],"service":[33,125,163,180],"delivery":[34,166],"subsequent":[35,126],"are":[39,58],"outlined.":[40],"Design/methodology/approach":[41],"Results":[42],"from":[43],"series":[45],"focus":[47],"groups,":[48],"held":[49],"library":[51,69,136,179],"staff":[52,101,137],"customers":[54,65,103,161],"were":[55,66,79,95],"analysed":[56],"discussed":[59],"paper.":[62],"Findings":[63],"bypassing":[67],"services":[70],"seeking":[72],"information":[73,86,114],"elsewhere.":[74],"Demands":[75],"for":[76,100],"product":[78],"greater":[80],"than":[81],"availability":[83],"existing":[85],"resources":[87],"meet":[89],"such":[90],"demand.":[91],"Consequently":[92],"new":[93],"systems":[94],"required,":[96],"together":[97],"training":[99],"their":[105,139],"use,":[106],"order":[108],"improve":[110],"providers":[115],"users.":[117],"There":[118],"was":[119],"anecdotal":[120],"evidence":[121],"improvements":[123],"survey,":[129],"better":[132],"relationships":[133],"developing":[134],"Research":[141],"limitations/implications":[142],"A":[143],"follow\u2010up":[144],"study":[145,157],"test":[147],"reactions":[148],"changes":[150],"outlined":[151],"desirable.":[153],"Practical":[154],"implications":[155],"This":[156],"showed":[158],"that":[159],"involving":[160],"design":[164],"can":[167],"have":[168],"positive":[169],"benefits":[170],"terms":[172],"improving":[174],"perception":[176],"amongst":[181],"customer":[183,193],"base.":[184],"Originality/value":[185],"Shows":[186],"practical":[188],"value":[189],"adopting":[191],"management":[195],"strategy":[196],"university":[198],"libraries.":[199]},"counts_by_year":[{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}