00653nam a2200121Ia 450000500170000010000210001724500270003826000090006552004150007458300190048994200060050899900170051420260716043342.0  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  cA  c45457d45457