00577nam a2200085Ia 4500100002100000245002700021260000900048520041500057583001900472  aROWLEY, Jennifer  aKnowing your custmers.  c1997  aExplores the concept of customer for library and information services, and notes the role of users, influences and deciders.  Advises that in order to offer an effective service to customers, it is important to identify the benefits sought by different groups or segments, and to understand the customer decision-making process which is important in determining 'purchase' behaviour and the use of the service.  c3/7/00kM2LMGR